Forecasting & Planning Lead

Job Title: Forecasting & Planning Lead
Contract Type: Permanent
Salary: £43,022 Per Annum (£47,550 is achieved after 12 months successful performance in the role) Per Annum
Working Hours: 35 hours per week  
Working Pattern: Monday to Friday, Hybrid
Location: Speke, Liverpool

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. 

The difference you will make as a Forecasting & Planning Lead
The Forecasting & Planning Lead is responsible for producing accurate, data-driven demand forecasts that enable both our Customer Service Centre and Group Complaints teams to resource effectively and deliver agreed service outcomes. The role analyses historical trends, business drivers and planned changes to predict future workload across all channels, translating insight into clear forecasts that inform capacity planning, scheduling and strategic decision making. Working closely with operational, planning, and leadership teams, this role ensures resource plans are aligned to customer demand, operational budget, and organisational priorities, supporting a cost-effective, resilient, compliant and high-performing team.

About you 
We are looking for someone with:
• Demonstrable experience in a contact centre and complaints forecasting, capacity planning or resource planning role, with responsibility for producing demand forecasts that inform local and strategic resourcing decisions.
• Strong understanding of contact centre and complaints operating environments, including demand drivers, casework complexity, and service performance.
• Experience forecasting demand across multiple channels (telephony, digital, complaints, and other back-office work).

Why Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
• Competitive pay & generous pension  
• 28 days holidays plus bank holidays 
• Flexible working options available 
• Investment in your learning, personal development and technology 
• A wide range of benefits 

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.  

is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. 

Applications may close before the deadline, so please apply early to be considered.