Location: Homebased with occasional national travel as required
Salary: Band 5 plus excellent benefits
Schedule: 6-month secondment

Ready to impact a better future?

As a Resource Planning Analyst in our Justice and Immigration team, you’ll help ensure we have the right colleagues, in the right place, at the right time to deliver a seamless service. Your work will support our mission to create impactful solutions and drive a positive future for the communities we serve.

You’ll play a key role in enabling effective workforce management practice, helping us plan brilliantly and maintain the operational headroom our colleagues need to grow. Through accurate forecasting, analysis, and collaboration, your work will help ensure our services continue to create positive impact.

What you’ll do as a Resource Planning Analyst

You’ll be entrusted to:

• Capture, maintain, and analyse demand profiles.
• Monitor planned staffing roster coverage against key performance indicators (KPIs).
• Deliver accurate forecasts on time.
• Produce and verify operational rosters.
• Act as a communication link between rosters, demand profiles, and KPI performance.
• Analyse performance using “what if” scenario modelling.
• Deliver performance‑based reporting that informs decision‑making.
• Manage time and attendance outputs, including integrations with Serco systems.
• Support payroll processing as required.

Does this sound like you?

You’ll be a great fit for this role if you have…

• Experience working with workforce management (WFM) methodologies.
• Strong technical skills across Microsoft Office, with exposure to tools such as SQL and Visual Basic for Applications (VBA).
• Experience scheduling and handling complex forecast algorithms across multiple contact channels.
• A strong understanding of WFM principles, planning software, and customer operations.
• Well‑developed analytical skills, sound judgement, and the ability to manage competing priorities.
• Excellent written and verbal communication skills, with confidence and motivation to support continuous improvement.

Vetting and checks:
A Basic Disclosure and Barring Service (DBS) check is a background check used to identify any unspent criminal convictions or conditional cautions recorded on an individual's criminal record. It is the lowest level of DBS check and is available to anyone for any purpose, including employment or volunteering. The check is conducted by the UK’s Disclosure and Barring Service and typically takes a few days to process. It does not include spent convictions, nor does it check against barred lists. Legislation permits Serco to be able to undertake a Basis DBS on any employee.

Discover all you need to keep growing
We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

What we offer

• Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year)
• Pension: Up to 6% contributory pension scheme
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships (including L3 Team Leader and L5 Operations Manager apprenticeships), mentoring opportunities, and a focus on internal progression
• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 access to a virtual GP service
• Discounts: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Charity: Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.

Let’s impact a better future, together. Apply today.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries, please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact [email protected].