Salary from £40,120 up to £47,200 depending on experience
Location Lowestoft, Suffolk
This is a , full time vacancy that will close in 9 days at 23:59 BST.
About the role
Resource Planning Lead
Working hours 37 Hours
Permanent
Salary from £40,120 up to £47,200 depending on experience
Location Pity Me or Suffolk
We’re open to discussing flexible working
About the role
This is a key leadership opportunity within the Customer Directorate, responsible for overseeing real-time, short and medium-term resource planning across a multi-site operation. Reporting to the Workforce Optimisation Manager, the role leads end-to-end planning activity across voice contact, digital contact channels, and field scheduling support, ensuring that operational delivery is supported by accurate forecasting, effective scheduling, and strong governance.
The position plays a critical role in enabling service, customer, and regulatory requirements to be consistently achieved. It involves leading a team of Resource Planners, providing guidance and support to deliver high-quality planning outcomes, and acting as a central point of contact for workforce planning activity across the directorate. Alongside this, the role collaborates closely with stakeholders to translate performance data into clear insights and recommendations that drive operational decisions and improve efficiency.
Success in this role will come from strengthening workforce management practices, embedding consistency in planning standards, and using data-led insight to optimise utilisation and improve customer outcomes. The role also contributes to maintaining accurate customer activity plans, ensuring that multi-channel service levels are aligned with demand and business objectives. There is an opportunity to make a tangible impact by shaping planning strategies, influencing decision-making, and supporting continuous improvement across customer operations.
About you
You bring strong experience in workforce planning, scheduling, and real-time delivery within a complex, multi-skilled operational environment. This includes practical experience of planning for voice contact, digital contact channels, and supporting field scheduling teams. You are confident working across both voice and non-voice demand and have a solid understanding of forecasting techniques across short to medium-term planning horizons. Your analytical capability allows you to translate complex data into clear, practical insights that support effective decision-making.
You are comfortable leading or supporting specialist teams and are able to build constructive relationships with a wide range of stakeholders. You demonstrate a proactive approach to managing priorities, maintaining accuracy, and responding effectively to changing operational demands. A strong working knowledge of workforce management tools and scheduling software is expected, alongside advanced skills in Excel and Microsoft Office.
You communicate clearly and effectively, both in writing and verbally, and are able to present information in a structured and meaningful way to senior colleagues. A focus on continuous improvement, commercial awareness, and a commitment to delivering efficient, high-quality service are key to your approach.
You bring a collaborative and accountable mindset, taking ownership of outcomes while supporting the development of others. You are organised and adaptable, able to balance competing priorities while maintaining attention to detail. Your ability to influence, provide constructive challenge, and contribute positively to team culture will help deliver strong results for customers, colleagues, and the wider organisation.
Here at Northumbrian Water/Essex & Suffolk Water, we embrace and value Diversity, Inclusion and Equity, and encourage all colleagues to bring their most authentic self to work.
Our colleague network groups include our Rainbow Support Network (LGBTQIA+), REACH (Race, Ethnicity, and Cultural Heritage), WiSTEM (Women in STEM) and Thisability (disability and neurodiversity) networks. They provide a safe space for colleagues from diverse backgrounds, welcoming all colleagues regardless of their personal characteristics to participate in valuable conversation that improves our organisational awareness, understanding and inclusivity.
We encourage and welcome all applications, as we strive to be an equal opportunity employer, committed to having diverse communities represented within all our teams, structures, and organisation.
Please note this role will require a DBS to be completed prior to employment
NWG are an inclusive employer who support the rehabilitation of offenders, we will not, however consider candidates who have certain unspent convictions to ensure our commitment to fostering a safe and secure working environment for all OR colleagues, suppliers, customers and third parties.
About us
Here are NWG we strive to make Northumbrian Water Group (NWG) a Great Place to Work, for all. We embrace and value Diversity, Inclusion and Equity and encourage you to bring your full self to work. As an equal opportunity employer we’re committed to having a diverse community represented across our business.
We’re aware that not everyone will have every skill listed in the job description, however if you have some of the skills listed, we'd encourage you to apply
NWG at a glance:
Our purpose at NWG is caring for the essential needs of our communities and environment, now and for generations to come.
We do this by providing reliable and affordable water and wastewater services for our customers.
We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
Our vision is to be the national leader in the provision of sustainable water and wastewater services. To support us in achieving our vision, we have five core values which are the guiding principles, defining who we are, what we do and how we do it.
Our benefits
We’re a Great Place to Work because of the amazing people who work for us, and to say thank you we offer a range of benefits to colleagues. Our ‘Tap Into’ benefits include:
Generous holiday entitlement starting at 23 days, plus bank holidays and additional time off on Christmas Eve and New Year’s Eve. There’s also the option to buy or sell holidays.
Company pension scheme, where we’ll double match your contributions up to an employer contribution of 11%.
Free access to local attractions.
A fantastic discount scheme, with savings on days out, shopping, travel and more.
Award winning ‘Living Well’ wellbeing support, including access to a digital GP service for you and your family members.
Support with sustainable travel – through salary sacrifice cars and a cycle to work scheme.
Financial wellbeing support – access our community savings scheme, financial education and low cost loans through Salary Finance. We also provide 4 x Life Assurance and an Income Protection Scheme.
Support with your development – we offer a range of development opportunities, can support you through an interest free qualification loan and we’ll even pay for any relevant professional body subscription.
About us
NWG (Northumbrian Water Group) provides water and sewerage services to 2.7 million people in the North East of England as Northumbrian Water, and water services to 1.5 million people in the South East of England as Essex & Suffolk Water.
We are proud to serve our customers and we're committed to delivering great service, putting our customers at the heart of everything we do.
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Our values
Our values describe our main principles, qualities and attributes. They are the guiding principles which define who we are, what we do and how we do it. They make us different from our competitors and guide our decisions and actions to drive us towards our vision.
Our values are:
Results Driven
We take responsibility for achieving excellent business results.
Ethical
We are open and honest and meet our commitments with a responsible approach to the environment and our communities.
Customer Focused
We aim to exceed the expectations of our internal and external customers.
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Innovative
We continuously strive for innovative and better ways to deliver our business.
One Team
We work together consistently, promoting co-operation, to achieve our corporate objectives.
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Colleague benefits
We’re the great company we are because of you – our people. As our way of saying thanks, we offer you a wide range of benefits and discounts to take advantage of.
To find out more about our benefits, see our benefits booklet attached to this advert.
Eyecare
Discounted Medicals
Employee Assistance Programme
Cycle2work
Buying & selling annual leave
Long service awards
Salary sacrifice car scheme
Computer
Loans
Award winning wellbeing site
NWG savings scheme
Company pension scheme
Pre-retirement workshops
Life assurance
Christmas savings club
Discounts & cashback offers
Qualification loan
Documents
Business Plan 2025-30 - Essex & Suffolk Water - DownloadBusiness Plan 2025-30 - Main Report - DownloadBusiness Plan 2025-30 - Northumbrian Water - DownloadRestore and Regenerate - Our Environment Strategy to 2050 - DownloadRP lead 2026.docx - Download
