Business Unit:  Customer Experience
Salary Range: £23,600 - £35,400 per annum DOE + benefits 
Location: UK Remote
Contract Type: Permanent

Our Team  

Our Branch Resource Planning team, work in a fun, fast paced environment where accuracy and quality are key. Daily we are responsible for the accurate forecasting of medium to short term planning of volumes and resource across our Operational Teams. Sounds challenging right? Absolutely! We play a huge part in ensuring our colleagues and calls are where they need to be, giving them the ability to deliver the best for our customers and help us be the bank we aspire to be.   

What you’ll be doing 

• Supporting the Operational areas across the Branch Network function to provide accurate and robust forecasts and data which will highlight key areas for decision making. 
• Delivering accurate planning of FTE, call volumes and processing volumes to allow the business to resource effectively. 
• Responsible for engaging with key stakeholders to make tactical operational changes to adhere to service standards, and scheduling work appropriately. 
• Providing meaningful insight to business areas on strategic opportunities to allow for future growth. 
• Building strong relationships internally and with external stakeholders to ensure that any planning tools and models meets business and departmental objectives. 

We need you to have 

• Experience delivering an effective resource planning service to achieve SLA’s including accurate forecasting, efficient scheduling leading to an effective capacity plan. 
• Excellent Excel skills with experience in creating forecasting capacity models. 
• Experience using a workforce management tool. 
• Experience of building and managing planning models for both telephony and processing functions. 
• Experience recognising areas for improvement when analysing data and processes. 
• Excellent relationship building and communication skills, as well as a proven track record of working brilliantly with external and internal stakeholders. 
• A strong ability to analyse and interpret relevant MI and insights to make recommendations and mitigate risks. 
• Superb attention to detail – we need you to spot the little things that make a big difference. 
• Ability to self-manage your responsibilities and deadlines with a pro-active approach. 
• You’ll need to be Insatiably Curious as you’ll be looking for root causes and making suggestions on how we can shake things up even more!  

  
Red Hot Rewards  

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more. 

• Up to five extra paid well-being days per year​.  

• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.  

• Market-leading pension.  

• Free private medical cover, income protection and life assurance.  

• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.  

And there's no waiting around, you'll enjoy these benefits from day one. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money 

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

 
Be yourself at Virgin Money 

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.    

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit 
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK. 

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.