Resource Analyst




United Kingdom

Employment Type

Full-time, Permanent

Budgeted Salary Range

£27,000 - £27,000

Ways of Working

Opened: 2 months ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day. 

We’ve won numerous awards for our product, technology, customer service, and for being a great place to work.  Our “Complete” policy ranks top of the Which? dog insurance Best Buy tables (2022) we’ve been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2022).  Our relentless focus on customer experience has been rewarded with ‘Best Claims Service’ at the Moneyfacts Consumer awards, ‘Highest Claims Satisfaction’ ribbon from Fairer Finance and the ‘Gold Ribbon’ for customer experience. (2023). 

Our company is respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  Throughout our business you'll meet people who think differently, aim for impact, and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

About the Opportunity

Our Operations team in the UK is our largest team in the company.  We now employ over 300 people purely focused on our customer teams (Claims and Customer Support) and there’s a lot of data and resource management needed to keep things running smoothly! 

We’re looking to add an additional Resource Analyst to our pack to help make sure we’re thinking a step-ahead – and that we have sight of all the right data and insight.  In this role, you’ll play a key part in making sure we’re offering outstanding customer service by being as efficient as possible with our peoples’ time. Day to day you’ll be working closely with our teams to share insight, you’ll be capturing any adjustments or risks to our resource plans, or you could be helping us with a new management insight dashboard.  No two days will be the same - and we can promise a varied and fast-moving role where you can make an impact and support both our teams and our customers.

Your Focus

  • Maintaining and improving our workforce management platform - making sure the upkeep of our schedules is updated daily.
  • Creating and releasing daily, weekly and monthly updates to maintain clear communications with the wider team.
  • Ensuring all team members are aware of individual, team and department performance.
  • Working closely with the wider team to plan, understand, and react to real-time trending information.
  • Monitoring our daily performance and identifying potential risks to service levels.
  • Providing incident and outage response support - escalating any potential issues which could lead to a variance In our forecast.
  • Responsible for the preparation of short- and medium-term resource planning reports which highlight dependencies. Managing amendments and absence data to ensure accurate reporting.
  • Creating regular, non-automated reporting - and low-level ad hoc reporting requests.
  • Partnering with the Team Leaders and the wider Claims Team, ensuring day-to day activities that could affect service are proactively managed.
  • Managing ad hoc requests from the Team Leaders for additional "off phone" activity.
  • Making sure our agreed "off phone" activity requirements are delivered consistently - and there is continued development for the Customer Service Executives.
  • Driving ongoing quality improvements by analysing metrics and identifying trends through scheduled and ad hoc data requests.
  • Ensuring all tools, processes and procedures used for resource planning are properly documented, updated and communicated through our e-learning platform.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way.

  • You're all about customers! You get under the skin of our customers which allows you to create the best outcomes for our policyholders.
  • You're able to analyse and present data quickly, accurately and in a digestible format.
  • You'll have high emotional intelligence and you’re known for your empathy and compassion.
  • Quality is second nature to you - you take pride in attention to detail.
  • You know how to communicate clearly to others, and you build rapport easily.
  • Your friends say you're curious and someone who’s eager to learn.
  • You've got exceptional organisational skills and you can easily plan your own workloads without too much supervision.
  • You make a good decision - trusting your own pragmatic judgment and being led by data.

What We’re Looking For

  • You’ll likely be in a similar Operations role where you’re used to working alongside inbound customer care or claims teams.
  • You’ll have experience in scheduling, monitoring, and planning team resource allocation.
  • You’re able to draw insight from data and present results back clearly to remote-first colleagues. You'll know how to present and summarise information to diverse audiences to take them with you on the journey.
  • You are fluent with relevant applications (Microsoft Excel, PowerPoint) and ideally, you’ll have used visualisation tools before such as PowerBI.
  • You’re used to working with workflow management tools and databases and you’re an ambassador for clean data and clear processes.
  • Ideally, you'll have some experience of working in a scale-up business like ours. Things move very quickly here, and it'll set you up for success if you've done this before.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  If you'd like to read more about this, please download our Approach to Inclusion pack. We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.


We work from home and our company offices in the UK, so we've created our "Making Work, Work" guide which explains it all.  We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. 

On a typical day you’ll be working from a laptop with a screen, mouse, keyboard, and headset.  You’ll be meeting your colleagues on Zoom and keeping in touch regularly via email and Slack too – we’d expect you to be using your computer for around seven hours a day.  We’d ask that you have a distraction-free work area and a reliable internet connection with a speed of 25Mbps so you can work effectively.  We’ll make sure you have the right home set-up that supports you in the role by providing best-in-class technology, money towards a desk, and vision support.   We’re open to discussing any adjustments you may need too – we’ll be in touch before you join to discuss what you need to be at your best.

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion team in complete confidence.  Our Inclusion team are not the hiring managers for this role and they're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Connect With Us!

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Smell good?

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Apply for the Resource Analyst opportunity.

  • Department: Claims
  • Location: United Kingdom
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: £27,000 - £27,000
  • Ways of Working: Hybrid