Resource Planning Analyst

Durham, North East England, DH1 5TR

Job Summary

Are you a proactive problem-solver with a passion for analysing data, improving performance and delivering excellent customer service? We're looking for a Resource Planning Analyst to join HM Land Registry's Customer Services Group (CSG).

In this role, you'll be an integral part of the Resource Planning Team, helping to ensure we have the right people in the right place at the right time. You'll play a key role in monitoring real-time performance, optimising resource utilisation and supporting operational delivery across our customer service functions. Working closely with managers, frontline colleagues and external partners, you'll use data-driven insights to help maintain service levels, improve customer experience and support informed decision-making.

This is an exciting opportunity to develop specialist knowledge in workforce planning, workforce management systems and operational performance, while contributing to the delivery of a high-quality service for our customers.

Job Description

As a Resource Planning Analyst, you will support the Realtime Manager and work closely with colleagues across the Resource Planning Team to ensure appropriate resource coverage is maintained for customer enquiries and operational activities.

You'll be responsible for analysing real-time performance, identifying risks to service delivery and taking proactive action to minimise disruption. The role also involves maintaining and supporting workforce management and call routing systems, providing technical guidance to users and building strong working relationships with stakeholders across HM Land Registry.

This is a varied and fast-paced role where you'll have the opportunity to influence operational performance, contribute to continuous improvement and develop valuable expertise in workforce planning and analysis.

You Will:

• Effectively plan operational activities and shrinkage to maximise resource utilisation while maintaining service levels.
• Schedule and update activities including training, communications, meetings and other off-the-phone work.
• Monitor real-time performance and identify service level risks, taking appropriate action to minimise impacts on service delivery.
• Work collaboratively with line managers and advisors to schedule non-telephone activities at times that best support operational performance.
• Develop an understanding of different workstreams and use this knowledge to optimise capacity, particularly during peak demand and holiday periods.
• Communicate performance impacts, disruptions and emerging trends to managers and key stakeholders.
• Attend daily operational meetings and present performance information, providing analysis and insight into achievements and areas of risk.
• Monitor and escalate incidents where appropriate, ensuring service-affecting issues are identified and prioritised promptly.
• Maintain and regularly audit workforce management and call routing systems to ensure data accuracy and integrity.
• Build effective relationships with colleagues across HM Land Registry to identify potential risks and issues that could affect resource levels or service delivery.
• Provide advice, guidance and technical support to users of workforce management and call routing systems.
• Analyse performance data to identify customer demand patterns, resourcing trends and opportunities for improvement.
• Record and communicate service disruptions to support future forecasting and planning activities.
• Manage workforce and telephony system skills records, ensuring information is accurate, consistent and up to date.
• Undertake any other duties reasonably requested by the line manager.

Additional Information

• The post holder will be accountable to the Resource Planning and Delivery Lead.
• The role is likely to involve some travelling to Other HM Land Registry Offices and other locations which may include some overnight stays.
• The CSC Telephone opening hours are 08:00 to 17:00. You will be required to work with the other members of the CSC Resource Planning Team to ensure that there is appropriate cover across the opening hours. You may also be required to travel occasionally to attend cross-site Customer Services and Resource Planning Team meetings and workshops.
• The post holder will be required to work a minimum of 32 hours per week.

As a Resource Planning Analyst, you will support the Realtime Manager and work closely with colleagues across the Resource Planning Team to ensure appropriate resource coverage is maintained for customer enquiries and operational activities.

You'll be responsible for analysing real-time performance, identifying risks to service delivery and taking proactive action to minimise disruption. The role also involves maintaining and supporting workforce management and call routing systems, providing technical guidance to users and building strong working relationships with stakeholders across HM Land Registry.

This is a varied and fast-paced role where you'll have the opportunity to influence operational performance, contribute to continuous improvement and develop valuable expertise in workforce planning and analysis.

You Will:

• Effectively plan operational activities and shrinkage to maximise resource utilisation while maintaining service levels.
• Schedule and update activities including training, communications, meetings and other off-the-phone work.
• Monitor real-time performance and identify service level risks, taking appropriate action to minimise impacts on service delivery.
• Work collaboratively with line managers and advisors to schedule non-telephone activities at times that best support operational performance.
• Develop an understanding of different workstreams and use this knowledge to optimise capacity, particularly during peak demand and holiday periods.
• Communicate performance impacts, disruptions and emerging trends to managers and key stakeholders.
• Attend daily operational meetings and present performance information, providing analysis and insight into achievements and areas of risk.
• Monitor and escalate incidents where appropriate, ensuring service-affecting issues are identified and prioritised promptly.
• Maintain and regularly audit workforce management and call routing systems to ensure data accuracy and integrity.
• Build effective relationships with colleagues across HM Land Registry to identify potential risks and issues that could affect resource levels or service delivery.
• Provide advice, guidance and technical support to users of workforce management and call routing systems.
• Analyse performance data to identify customer demand patterns, resourcing trends and opportunities for improvement.
• Record and communicate service disruptions to support future forecasting and planning activities.
• Manage workforce and telephony system skills records, ensuring information is accurate, consistent and up to date.
• Undertake any other duties reasonably requested by the line manager.

Additional Information

• The post holder will be accountable to the Resource Planning and Delivery Lead.
• The role is likely to involve some travelling to Other HM Land Registry Offices and other locations which may include some overnight stays.
• The CSC Telephone opening hours are 08:00 to 17:00. You will be required to work with the other members of the CSC Resource Planning Team to ensure that there is appropriate cover across the opening hours. You may also be required to travel occasionally to attend cross-site Customer Services and Resource Planning Team meetings and workshops.
• The post holder will be required to work a minimum of 32 hours per week.

Person specification

To Be Successful, You Will Have:

• Experience in resource planning and scheduling within a contact centre environment.
• Experience using basic Microsoft Excel formulas.
• Experience working as an effective team player.
• Experience keeping accurate and detailed records.
• The ability to work to tight deadlines and prioritise tasks.
• Effective communication and presentation skills.
• The ability to constructively challenge evidence, when appropriate.
• The ability to effectively negotiate.
• The ability to remain motivated and drive positive change when faced with delays and/or resistance.
• The ability to work on own initiative.

Please See Job Description For Further Details.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together
• Managing a Quality Service
• Delivering at Pace

Alongside your salary of £32,119, HM Land Registry contributes £9,304 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Make a Real Impact

Play a vital role in ensuring customers receive a responsive and effective service by helping to optimise resources and operational performance.

Develop Specialist Skills

Gain valuable experience in workforce planning, forecasting, workforce management systems, performance analysis and operational delivery.

Collaborate Across the Organisation

Work with a wide range of stakeholders including frontline colleagues, managers, senior leaders and external partners.

Data-Driven Decision Making

Use analytical skills and operational insight to influence performance and support continuous improvement.

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity– we value honesty, trust and doing the right thing in the right way.
• We drive innovation– we are forward-thinking, embrace change and are continually improving our processes.
• We are professional– we value and grow our knowledge and professional expertise.
• We give assurance– we guarantee our services and provide confidence to the property market.

Please click here for further information on our rewards package:

https://www.gov.uk/government/organisations/land-registry/about/recruitment#what-hm-land-registry-can-offer-you

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

To apply, please attach an anonymised CV into the online application form when prompted and be sure your CV covers the Essential Criteria provided in the job description.

The Personal Statement Section (in No More Than 750 Words) Must Be Used To Provide Details Of How You Meet The Essential Experience Criteria Listed Below:

• The ability to work to tight deadlines and prioritise tasks.
• Effective communication and presentation skills.
• The ability to remain motivated and drive positive change when faced with delays and/or resistance.

Please review your application form before clicking ‘submit’ – once you have submitted, you will not be able to amend your application. Ensure your application form is received by the closing date for receipt of applications – this is 23:55pm on the advertised date.

Please note that desirable criteria will only be assessed in the event of high application numbers and/or as a tiebreaker.

The sift will take place shortly after the closing date. If successful at the shortlisting stage, you will be invited to attend a blended interview, in person at our Durham office.

The blended interview will assess the behaviours and experience listed in the candidate pack, as well as the strengths associated with the role. We want to hear your first, unrehearsed, natural response to the strength questions, and so we don’t advertise which strengths are being tested. The best way to prepare for strengths questions is to reflect on what you identify as your own personal strengths, and your preferred ways of working.

Candidates may refer to notes within their interview, but they should be used as a prompt only.

HMLR is accredited to the Disability Confidence Scheme, which denotes organisations which have a positive attitude towards disabled people. Disabled applicants who meet the minimum essential criteria at the shortlisting stage are guaranteed an invitation to interview.

If any candidate requires the panel to consider a reasonable adjustment or there is anything else they would like the panel to take into consideration they are asked to notify us of this at application stage where possible or during the process as soon as it becomes a requirement.

The Civil Service values honesty and integrity and expects all candidates to share these values. Please ensure all examples provided throughout the recruitment process are representative of your own experience. Any instances of plagiarism or other forms of cheating (including the improper use of artificial intelligence) will be investigated and, if proven, the application will be withdrawn.

Please note that we will only offer sponsorship for a skilled worker visa where a role is in a certain business critical category. This role does not meet that category, and we will not sponsor a skilled worker visa. You must ensure you have the appropriate right to work in the UK before applying.

HMLR expect everyone to spend at least 60% of their working time in the office.

You can find more information on how we use your personal data on our website

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Mark Corcoran
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

If you feel your application has not been treated in accordance to the Recruitment Principles and you wish to make a complaint, please email [email protected] in the first instance. If you are not satisfied with the response you receive from HM Land Registry then you may take your complaint to the Civil Service Commission: http://civilservicecommission.independent.gov.uk/making-complaint/