Job Type:

Permanent




Build a brilliant future with Hiscox



Within Hiscox we are dependent on timely data and forecasting to ensure the best business service is delivered to our customers. Through correct forecasting, scheduling and real time workforce management we deliver a quality of service that is unrivalled in our industry.



This is an exciting opportunity to join the Resource Planning Team as an Analyst, where you'll play a key role in shaping workforce planning and service optimisation across Hiscox UK operations.



We're looking for someone with strong analytical thinking and a proactive mindset-
prior experience in Resource Planning is welcome but not essential . If you're eager to learn and ready to grow into a role that directly influences how we deliver exceptional service to our customers, we'll support you with the training and development you need to succeed.



As a Resource Planning Analyst, you'll help ensure we have the right people in the right place at the right time-across both front and back office teams. You'll contribute to mid- and short-term planning, helping us meet and exceed customer expectations in a hybrid working environment. With flexible working now embedded in our culture, your work will be vital in maintaining service levels across a distributed workforce.



The Resource Planning team is responsible for the workforce management across our customer service and central broker underwriting teams, providing cost effective resource models that ensure financial as well as operational performance. We work closely with stakeholders across the business and in particular helping customer service teams to optimise utilisation and availability for the customer service workforce.



As a Resource Planning Analyst, you will be responsible for:

• Assist with the mid-term planning process, ensuring that the right resource plan and schedules are in place to meet customer expectations in both front and back office teams.


• Support workforce planning and service optimization across Hiscox UK operations, with a focus on mid-term planning.


• Collaborating with service delivery teams to ensure the successful delivery of service KPIs.


• Carrying out in depth analysis of historical supply and demand data to produce robust forecasts, arrival distributions and performance trends, using this information to make improvement recommendations


• Schedule administration within WFM platform, using information from a variety of sources, ensuring accuracy and providing recommendations.


• Development and maintenance of strong relationships with key stakeholders, providing impact assessments to enable timely and accurate decision-making.


• Responds to internal customer requests through email/teams channels


• Assist Real Time Planning when required, analysing call trends, performance and forecasts to make tactical decisions which impact interval level plans.


• Assist with the creation and maintenance of best practice, governance, auditing and frameworks to ensure all processes are well documented.

Technical skills required for the role:

• A sound understanding of operational teams


• Understanding of resource planning methodologies


• A strong willingness to learn new skills/systems


• Good stakeholder management


• Ability to utilise Microsoft Suite (Excel, Word, PowerPoint etc)

Personal attributes:

• Good communication and presentation skills


• Strong analytical and logical thinker


• A relationship builder - comfortable working with operational teams across the business


• Influencer - demonstrable skills in guiding stakeholders thinking to align with strategic objectives


• Customer focussed - awareness of the impact of decisions on the Customer Experience


• Attention to detail and to quality with a solid work ethic

Diversity and flexible working at Hiscox



At Hiscox we care about our people. We hire the best people for the job and we're committed to diversity and creating a truly inclusive culture, which we believe drives success. We also understand that working life doesn't always have to be 'nine to five' and we support flexible working wherever we can. No promises, but please chat to our resourcing team about the flexibility we could offer for this role.



Work with amazing people and be part of a unique culture