Workforce Planning Manager Member Services · London, Cossington · Hybrid Remote

Blue Light Card. Individually great, together unstoppable The Role and the Team We have an exciting opportunity for an experienced Workforce Planning Manager to join the team in a newly created role, helping us to be fully prepared to support our members. Being the first hire in workforce planning and forecasting, you’ll create and shape how the function operates, ensuring alignment with the business mission and values, and being the subject matter expert. We do the right thing, challenge the status quo, deliver on our promises, bring out the best in each other and treat others how we wish to be treated. If this resonates with you then we encourage you to apply to join our team at Blue Light Card and contribute to our mission. What You’ll Do Support scaling of the Member Operations teams and manage demand effectively, serving as a liaison for headcount management, budgeting, and hiring plans Take the lead on demand forecasting, creating a comprehensive forecasting model across the UK, AU and BPO operations Collaborate with various teams to evaluate the impact of new initiatives on workforce needs, documenting and tracking changes affecting workforce planning Analyse data to identify opportunities for improvement, support operational changes, and provide actionable insights to SLT Create and manage operational dashboards and metrics reporting for transparency into capacity and service risks Communicate capacity plans effectively and propose solutions to mitigate service risks What You’ll Bring Expertise in demand forecasting, capacity planning, and workforce management within a contact centre or grocery supply chain Strong data analysis skills with intermediate Excel skills and knowledge of SQL or Python, and a willingness to learn and grow Proven experience creating and managing operational dashboards and metrics reporting Experience collaborating with cross-functional teams and stakeholders to support business goals Excellent written and verbal communication skills, with the ability to present capacity plans and recommendations clearly Ability to manage projects from ideation to delivery Previous experience within global operations or a tech environment would be advantageous Experience using Zendesk would be preferable Our Culture Our members, partners and colleagues are at the heart of everything we do. Our colleagues are integral to helping create the unique experience we deliver, so we’re genuinely committed to creating a place where our team love to work, and people want to join. We work as a team and try to have a bit of fun while we do it, and we recognise the importance of culture and the positive impact it can have on performance for you, the team, our organisation and our members. We believe in attracting the best talent no matter where you are. We promote hybrid working, but we value in-person collaboration so encourage time in our offices. How regular and in which office location depends on the role and team. We don't offer remote-only roles. We're also recognised as a Top 100 Great Place To Work UK, one of the UK's Best Workplaces for Wellbeing, Top 100 Best Workplaces for Women and recognised as investors in wellbeing by Investors in People. What We Offer Hybrid working and flexible hours Free parking and EV charging onsite 25 days plus public holidays, buy and sell and an additional day off for your birthday A company bonus scheme Great social events e.g., Christmas party, family fun day, summer party, sports matches Relaxed dress code and modern office space (games area, chill-out areas, book club, free coffee/tea/soft drinks/snacks) Onsite gym (including access to free HIIT & stretch classes) Learning and development opportunities Group auto-enrolment pension plan Enhanced maternity, paternity, sick pay Company funded private medical insurance Healthcare cashback plan Employee assistance programme (including mental health support) 35 hour working week #LI-Hybrid

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