Resource Planning Analyst

Within Hiscox we are dependent on timely data and forecasting to ensure the best business service is delivered to our customers. Through correct forecasting, scheduling and real time workforce management we deliver a quality of service that is unrivalled in our industry.

This is an exciting opportunity to join the Resource Planning Team as an Analyst, where you’ll play a key role in shaping workforce planning and service optimisation across Hiscox UK operations.

We’re looking for someone with strong analytical thinking and a proactive mindset— prior experience in Resource Planning is welcome but not essential . If you’re eager to learn and ready to grow into a role that directly influences how we deliver exceptional service to our customers, we’ll support you with the training and development you need to succeed.

As a Resource Planning Analyst, you’ll help ensure we have the right people in the right place at the right time—across both front and back office teams. You’ll contribute to mid- and short-term planning, helping us meet and exceed customer expectations in a hybrid working environment. With flexible working now embedded in our culture, your work will be vital in maintaining service levels across a distributed workforce.

The Resource Planning team is responsible for the workforce management across our customer service and central broker underwriting teams, providing cost effective resource models that ensure financial as well as operational performance. We work closely with stakeholders across the business and in particular helping customer service teams to optimise utilisation and availability for the customer service workforce.

As a Resource Planning Analyst, you will be responsible for:

Assist with the mid-term planning process, ensuring that the right resource plan and schedules are in place to meet customer expectations in both front and back office teams.

Support workforce planning and service optimization across Hiscox UK operations, with a focus on mid-term planning.

Collaborating with service delivery teams to ensure the successful delivery of service KPIs.

Carrying out in depth analysis of historical supply and demand data to produce robust forecasts, arrival distributions and performance trends, using this information to make improvement recommendations