Workforce Planning Administrator

We are seeking a diligent Workforce Planning Administrator to join our Operations team. This role is fundamental in ensuring that our Operations team achieves contractual service levels, delivers exceptional service to our customers, and maintains a fair and balanced work environment for all front-line staff. Hood Group is a UK-based insurance provider that partners with start-ups, consumer brands, and large insurers to deliver innovative insurance solutions. Established in 1983 and with over 40 years’ experience working across the insurance industry, the company aims to help its partners, including well-known household brands and high street retailers, such as John Lewis Partnership and Ticker Insurance to name a couple, to transform their insurance proposition by delivering innovative business models and products that enhance customer engagement and drive growth. What will I do in the role? Oversee brand, agent, and product performance across all contact channels versus forecasts, making necessary intra-day adjustments. Publish and monitor schedules and rosters, ensuring all agents adhere to their shift times and work allocations. Compile information for weekly and monthly management information packs for internal and external stakeholders. Act on real-time alerts related to complaints, VC, or customer escalations. Manage operational holiday requests and maintain the Operational Organisation Chart with current data on leavers/joiners and skills matrix. What do I need? Advanced proficiency in Excel and Microsoft Office. Excellent verbal and written communication skills, attention to detail, and the ability to work within SLAs. Experience in the insurance sector, familiarity with Mitel systems, and experience with Tableau is desirable. Why Join Hood Group? We offer a stimulating work environment where innovation and initiative are highly valued. Be part of a team that is not just about meeting targets but exceeding them, where your efforts are recognised and rewarded, and access to the following benefits: “The best job ever!“ feeling Christmas Savings Club Social company events, we want you to be part of the Hood Group community Employee Recognition Scheme – Hood Heroes, we celebrate and recognise your contribution to Hood Group We are offering 31 days annual leave (including bank holidays) Employee Assistance Program Incentive of £250 on Refer a friend scheme Private Health Insurance Eye Care Vouchers including discount on glasses Pension Scheme And there’s more benefits……. We have a new, modern, airy office based right in the heart of Southend-on-Sea, just off the high street. We will provide your laptop and any other professional equipment required and you will also receive a working from home allowance. Job Types: Full-time, Permanent Pay: £26,000.00-£27,000.00 per year Benefits: Casual dress Company events Company pension Free flu jabs Referral programme Sick pay Transport links Schedule: Monday to Friday Application question(s): Do you have the right to work in the UK? This role is office based at our Southend on Sea office, are you able to travel on a daily basis? Work Location: In person Reference ID: INWFP1

#J-18808-Ljbffr