Resource Planner

We are looking for a highly analytical and organised Resource Planner to join our growing team at Marston Holdings.

This role is key to ensuring our multi-site contact centres run at peak efficiency, delivering market-leading service to government, utility, and private sector clients.

• Managing and optimising cross-site group dialler functionality, blending inbound and outbound campaigns.
• Producing accurate long- and short-term forecasts, schedules, and real-time activity coordination.
• Monitoring and reporting on contact centre performance, ensuring service level agreements are met.
• Identifying and implementing operational improvements to enhance efficiency and campaign results.
• Managing holiday and meeting requests to maintain adequate staffing.
• Reducing idle time through proactive real-time adherence management.
• Overseeing the creation of new campaigns, including IVR and online chat facilities.
• Maintaining and enhancing wallboards, dashboards, and reporting tools for stakeholders.
• Managing multiple contact channels—Dialler, IVR, SMS, Email, and live web chat.
• Analysing KPIs in real time to spot trends and opportunities for improvement.
• Collaborating with department heads to ensure consistency across all brands. 

• Highly analytical mindset with strong problem-solving skills.
• Excellent organisational skills and the ability to manage competing priorities.
• Previous experience in resource planning or a similar role.
• Strong communication and presentation abilities.
• Comfortable engaging with people at all levels of the business.
• Willingness to learn new analytical tools and share knowledge with the wider team.

• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Enhanced maternity and paternity packages (subject to eligibility).
• Health Cash Plan.
• Discounts on high street and online shopping, travel, social activities, and wellbeing services.
• The stability, purpose, and career growth opportunities that come from working with the UK’s largest judicial services group.

With over 5,000 employees nationwide, Marston Holdings is the UK’s largest judicial services group. We deliver cutting-edge, tech-enabled solutions that make a difference—whether tackling air pollution or recovering public debt fairly and legally. Everything we do is centred around positive outcomes for people and communities.

If you’re ready to bring your skills to a dynamic, forward-thinking team, apply today.

Please note: New starters will be subject to a Disclosure and Barring Service check and a County Court Judgment check. You must inform us of any changes to your personal circumstances that may affect your employment.

INDLP