Resource Planning and Management Information Analyst 7505

Title:Resource Planning and ManagementInformation Analyst

Contract Type:FTC 12 months

Salary: Starting from 40649 per London weighted salary) or from 36073perannum (Regional salary) dependant on experience

Grade: 8

Reporting Office: London Stratford or Manchester Trafford

Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Working Pattern:Full time 35 hours per week Mon-Fri

Closing Date:16th February 2026

Interview Dates:week commencing 23rd February

Benefits include: Excellent pension plan (up to 6% double contribution) 28 days Annual Leave rising to 31 days with length of service Bank Holidays Westfield Health Cash Plan non-contributory life assurance up to 21 hours volunteering paid days lifestyle benefits Employee Assistance Programme and many more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Team at L&Q:

Our customers are the most important part of our business and as a member of the customer service centre it is vital that you have the passion to deliver a seamless customer journey utilising technology to support a variety of contact channels. At L&Q we are seeking the right individual to support our move towards providing our Customers the ability to talk to us across multiple platforms offering an integrated and unified contact path whilst ensuring all regulatory guidelines are adhered to.

Your impact in the role:

• You will support with the customer service and debt management service delivery plans and forecasts
• Maintaining and building upon the existing WFM tool (Telepoti) as well as development of production of management information reporting.
• Provide effective and efficient analysis of staff resources measuring performance against agreed SLAs
• Planning and forecasting across multiple channels (inbound and outbound voice email social media e-task an webchat to support the CSC to meet service levels and performance goals.

What youll bring:

• Excellent written and verbal communications skills able to produce detailed and accurate forecasts and schedule plans with the ability to translate/communicate to internal Customers
• Highly analytical with strong organizational skills
• Self-motivated flexible with a desire to deliver excellent results & new ways of working
• Experience within a contact centre resource planning team with a good understanding of workforce management inbound outbound and back-office methodologies and metrics
• Relevant workforce management experience in a fast paced customer focused environment with advanced understanding of end to end resource planning methodologies
• Practical ability within a scheduling/forecasting/real time cycle with a strong understanding of Contact Centre dynamics across omni-channel resource implications and performance indicators
• Ability to collaborate various data sources into meaningful engaging reports with impact

If this sounds like you we would love you to apply!

If you require any reasonable adjustments at any stage during this process including application stage please email

About L&Q:

Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250000 people call our properties home and were proud to serve diverse communities across London the South East and North West of England.

People are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.

At L&Q we know that diversity and inclusion make us stronger and theyre at the heart of everything we do.

When we recruit we look at what really matters: your skills experience and potential. Were proud to be recognised for creating an inclusive workplace. Were a Disability Confident Leader (Level 3) and weve introduced our own Recruitment Advocate scheme to make sure every step of our hiring process is fair transparent and consistent. Its all part of our commitment to ending discrimination and making L&Q a place where everyone feels welcome. Fine out more here.

Sustainability is also at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.

Click here to find out more about L&Q and why you should join us!

#TJ