Manchester, England, United Kingdom · Hybrid
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make t…
Skills: Resource Planning, Workforce Management, Forecasting, Scheduling, Data Analysis
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Responsible for creating accurate forecasts and capacity plans to ensure optimal staffing across multiple contact channels. Monitors real-time service performance and uses data insights to improve customer service outcomes.
Requires experience in a contact center or planning environment with strong analytical skills and proficiency in Excel. Experience with workforce management tools like Verint or Genesys is preferred.
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Resource Planning Officer
Manchester
Permanent
Salary circa £27,500
Hybrid Working – min 2 days per office per week
The Resource Planning Officer role gives you the chance to use your planning skills to shape a smooth, positive experience for every customer who contacts us. You’ll work at the heart of Customer Services, using data and insight to ensure we have the right people in the right place at the right time. Your work will directly influence customer experience and support AQA in helping learners reach their potential.
Key Responsibilities
In this role, you'll be responsible for:
Creating accurate forecasts across multiple contact channels.
Build and maintain capacity plans to meet demand across the year, including peak periods
Produce and manage adviser schedules to optimise performance
Monitor real-time service performance and make adjustments to improve outcomes
Use data and insight to support operational decision making
Work closely with Customer Services teams to understand performance and identify improvements
What’s in It for You
This role gives you the chance to make a real impact every day. You’ll benefit from:
Work that directly improves customer experience.
Opportunities to grow your planning and analytical skills.
A supportive, values-driven organisation, a charity where every colleague is passionate about education and supporting teachers and learners.
Flexible working arrangements to support work-life balance – 2 days per week in the office whilst being reflective of business need, a 35 hour working week, 25 days annual leave with additional closure in December
A collaborative, inclusive culture that values your ideas - the opportunity to join lots of network groups (LGBTQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic diversity, parents and carers and more)
Wellbeing programmes including private health insurance and a health care cash reward plan, subscription to Headspace, volunteering days
At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone - regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background - is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
What we’re looking for
We’re looking for someone who enjoys working with data, solving problems and supporting colleagues to deliver great outcomes.
Experience working in a contact centre, operational or planning environment
Strong analytical skills with confidence using Excel
Ability to interpret data and communicate insights clearly
Good attention to detail and a proactive approach
Experience in resource planning or workforce management
Exposure to forecasting, scheduling or real-time performance
Experience using workforce management tools (e.g. Verint, Genesys or similar)
Application Process
To apply, please submit your CV and cover letter explaining your suitability for the role.
Applications close at 23:59 on Monday 13 July 2026
Interviews will take place in the Manchester office so that you can see where you will be working in the week beginning 20 July 2026
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We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Together, let’s ask the questions that matter.
At AQA, we’re proud to be the leading provider of accessible qualifications and support services for teachers and students. We set and mark around half of all GCSEs and A-levels taken in the UK every year; we ask the questions that matter, so that every learner can achieve the results they deserve. Teachers and learners are at the heart of everything we do. As an independent education charity, any money we make is reinvested back into research so that every learner receives fair and inclusive assessment. We’re always here for our teachers and support them through free training, expert guidance and unbeatable resources. As the most chosen awarding body, we have the biggest teaching community too – teachers are in good company with AQA. The AQA Group also includes Exampro, TQUK, Project Q, AlphaPlus, Grademaker. For more information about how AQA handles your personal data please visit https://www.aqa.org.uk/about-us/privacy-notice
Offices: Devas Street, Manchester, M15 6EX, GB · Stag Hill House Guildford Surrey, Guildford , GU2 7XJ, GB · Windsor House, Cornwall Road, Harrogate, North Yorkshire HG1 2HW, GB · 2nd Floor, Lynton House, 7-12 Tavistock Square, London, WC1H 9LT, GB
Together, let’s ask the questions that matter.
At AQA, we’re proud to be the leading provider of accessible qualifications and support services for teachers and students. We set and mark around half of all GCSEs and A-levels taken in the UK every year; we ask the questions that matter, so that every learner can achieve the results they deserve. Teachers and learners are at the heart of everything we do. As an independent education charity, any money we make is reinvested back into research so that every learner receives fair and inclusive assessment. We’re always here for our teachers and support them through free training, expert guidance and unbeatable resources. As the most chosen awarding body, we have the biggest teaching community too – teachers are in good company with AQA. The AQA Group also includes Exampro, TQUK, Project Q, AlphaPlus, Grademaker. For more information about how AQA handles your personal data please visit https://www.aqa.org.uk/about-us/privacy-notice
Offices: Devas Street, Manchester, M15 6EX, GB · Stag Hill House Guildford Surrey, Guildford , GU2 7XJ, GB · Windsor House, Cornwall Road, Harrogate, North Yorkshire HG1 2HW, GB · 2nd Floor, Lynton House, 7-12 Tavistock Square, London, WC1H 9LT, GB
