About the role
Resource Planner – Data Analyst
Full-time - £31,930.00
Vets Now, part of inspiring vet care, are the UK’s leading provider of emergency pet care, providing a trusted service to more than 1700 veterinary practices, – from dedicated out-of-hours clinics and 24/7 pet emergency hospitals.
Our Client Care Service Team sits within the Customer Hub, supporting pet owners across the UK and connecting them with our daytime veterinary clinics. We're looking for a Resource Planner – Data Analyst to play a key role in ensuring we have the right people, in the right place, at the right time to deliver an excellent service.
Role: Resource Planner – Data Analyst
Location: Dunfermline Contact Centre. You must be able to reliably commute to the office.
Hours: Monday to Friday, 08:00am - 16:00pm - fully office based
Planning, Predicting and Making Things Happen
Reporting to the Contact Centre Manager, you'll take ownership of the day-to-day workforce planning and rota coordination requirements of our contact centre. Using our Workforce Management system, you'll build and maintain rotas, coordinate staffing levels to meet daily demand, manage annual leave thresholds and accurately process leave requests to support effective resource planning.
You'll also be responsible for maintaining workforce planning information, monitoring resource utilisation and preparing statistical reports and performance indicators. Working with historical contact data, you'll identify trends and patterns, forecast future demand and consider factors such as marketing campaigns and changing customer behaviours to help predict staffing requirements.
Your analytical skills will be essential in turning complex data into meaningful insights. You'll produce accurate, comprehensive reports on contact centre performance and forecasting, highlighting opportunities and presenting findings to management and key stakeholders to support informed operational and strategic decisions.
The Skills Behind the Numbers
You'll bring strong Microsoft Office skills, excellent analytical ability and confidence working with data to identify trends and develop practical solutions. Experience with workforce management systems would be beneficial, alongside the ability to pick up new systems quickly.
You'll also be highly organised, detail-focused and comfortable managing competing priorities in a fast-paced environment. Strong communication skills and the confidence to build relationships across all levels of the business are essential, alongside a positive, proactive approach to problem-solving.
What You’ll Get in Return
We believe in rewarding our team members not just with a competitive hourly rate, but also with benefits that support wellbeing and work-life balance:
- Your birthday off – paid
- Health cash plan via Simply Health
- Pension contributions: 5% employee / 3% employer
- Up to 50% off pet care for your own pets
- Death in service cover – two times annual salary
- Access to our employee wellbeing programme
- Company sick pay and enhanced maternity, paternity, and adoption leave
Be part of a team, where every conversation matters – Apply Now
If you're ready to join a purpose-driven company where your role makes a real difference to pets and their owners, we’d love to hear from you.
Salary £31,930.00 p.a.