Resource Analyst

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.