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Forecasting, Planning and Workflow Manager - Fleetwood, FY7 8SS Salary: £31,049 to £37,796 a year Contract: Permanent Working Pattern: Full-time Reference Number: G  Job summary

An exciting opportunity has arisen to join our already successful and professionally accredited Workforce Management Team as a Forecast, Planning and Workflow Manager. The position will take a leading role in shaping planning across the service over the coming years as the organisation evolves and strives for greater efficiency as well as maximising new business opportunities.

What do we offer ?

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts!
• This post is open to both sites in Newcastle and Fleetwood.

Main duties of the job

You will have responsibility for Real Time and Workflow management, forecasting and coordinating resource planning activities within the Pensions Service. With a specific focus on working pattern flexibility, resource optimisation and holiday/shrinkage control to enable all departments to achieve Service Level Agreements. To develop and provide management information statistics to all team managers and relevant stakeholders to enable the business to drive performance.

You will be responsible for managing and developing analysts within the team and will be required to work with colleagues at all levels. Team working is key, as is the ability to work through others and manage your own direct responsibilities.

The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.

The post holder will have sound working knowledge of Work Flow Management systems.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.

As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job description

Job responsibilities

In this role, you are accountable for 1. Responsible, through The Service Delivery Management Team, for the effective management of workflow and resource planning to achieve internal/external KPIs and SLAs.

2. Manage Daily Capacity Planning meetings (DCPs) with key stakeholders to analyse performance, confirm business priorities and organise re-alignment of resource planning activities if required

3. Develop and implement an allocation strategy that is both robust and flexible to support the changing scope of business activities pertinent to the time of year.

4. You will be responsible for supporting the Real Time Analyst through guidance and clear direction of activities required.5. Provide a second level of support for Real Time Analysts within the team for their personal development. This will be done through coaching, side by side mentorship and guidance on development areas.

6. Forecasting analyse and interpret historic and other trend and project information to create robust work volumes, Standard Unit Times (SUT) and processing rate forecasting at a monthly and weekly level.

7. Plan activities to support business planning and service improvement activities by identifying and analysing trends and proposing changes during/after the compilation of information.

8. Responsible for delivering and maintaining accurate and timely information regarding staffing levels, workflow and forecasting plans enabling teams to maximise resources to meet business requirements whilst highlighting any potential business risks.

9. Supporting all staff to utilise the full application of all supporting tools to ensure workforce is flexible, dynamic and reliable to meet business demands

10. The post holder will be required to be knowledgeable and apply all relevant organisational policies, for example, HR policies, Data Protection, IG.

11. Provide impact assessments of proposed changes and new implementations of agreed changes

12. Undertake the development of the Workforce Management Tool and proactively identify and implement more effective and efficient ways of utilising the tool13. Analyses information on performance, effectiveness and customer service in conjunction with Service Delivery Management Team, making recommendations for improvements, where appropriate.

14. Use specialist knowledge to identify and assess a range of solutions in a timely and effective manner, demonstrating creativity and innovation. Take into account implications / impact of customer requirements when making proposals whilst also applying solutions for the benefit of the user.

15. Ability to present information and options with clarity and at times show the ability to adapt the presentation of information to meet the requirement of the audience.

16. Be a catalyst for change and innovation. Act as one of the lead change agents within a service area, sharing your subject matter knowledge to ensure transitional change is introduced in a positive and constructive manner which mitigates risk.

17. Working with shared service managers to promote the Work Force Management Tool to underpin planning across the NHSBSA initiative.

18. Promote and develop flexible working practices across Service Delivery areas that provide benefits to the service area & the wider BSA where appropriate.

19. Use networking to identify opportunities for effective benchmarking and horizon scanning

20. To participate in wider organisational activities where own recognised strengths may ne utilised (e.g. project management skills) Ensure full participation if selected.

21. Attend other NHS sites for meetings or visits relevant to the role, as and when required.22. Follow a communication strategy that ensures full staff participation and when required provide input into focal groups at divisional and area level. Ensure that any best practices highlighted are communicated and shared across the organisation.23. Live the values and behaviours that respect the core values of the NHSBSA.24. Be accountable for his/her own Personal Development needs in order to be fully equipped to meet future management and organisational needs.25. Carry out duties and responsibilities as required by the Operations Manager and the wider senior management team commensurate with the job grading.

Person Specification

Qualifications

Essential

• Minimum of 5 GCSEs or equivalent at grade C or above including Maths and English Language
• NVQ Level 4 or equivalent in relevant subject or demonstrable relevant experience

Desirable

• Recognised Qualifications in a relevant field e.g. Microsoft Excel, SQL to an advanced level

Personal Qualities, Knowledge and Skills

Essential

• Excellent working knowledge of Excel spreadsheets including creating, maintaining and interrogating data contained within them.
• Openness to change environments/management, including an awareness & understanding of the latest best practice, tools and techniques.
• Computer literate, able to adapt to and analyse data from different systems.
• Analytical problem solving.
• Ability to work accurately with attention to detail and with minimal supervision
• Ability to work effectively as part of a team.
• Good organisational skills.
• Ability to analyse complex figures and data.
• Ability to multi task.
• Ability to work on own initiative and prioritise and deliver objectives within agreed timescales
• Ability to relate well and develop good working relationships with all contacts.
• Adaptable and willing to learn new skills.
• Ability to communicate with stakeholders and customers of all levels including senior management.

Desirable

• Report writing skills
• Presentation skills
• Negotiation and influencing skills
• Knowledge of Improvement techniques and methods.

Experience

Essential

• Demonstrates previous relevant experience in data analysis, retrieval and resource planning within a back-office environment

Desirable

• Project management.
• Hands on knowledge of workforce management systems
• Experience of working under broad direction with full accountability for own work as well as project responsibilities.

 *** When applying for this role, please read the Supporting Documents on the apply page. ***

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We’re seeking a Business Analyst to drive transformation and efficiency across Ruby Energy. You’ll analyse processes and systems, identify improvement opportunities, and support delivery from design to go-live.

Working across operations including sales, customer service, billing, and data you’ll turn insight into action, ensuring projects deliver real business impact, improved productivity, and better customer experiences.

Who are we?

At Ruby Energy, we are more than just energy suppliers; we are champions of your progress, specifically tailored to empower SMEs. Our foundation is built on providing bespoke energy solutions that blend innovation with adaptability, ensuring that your business’s unique energy needs are met with precision.

Please note: This is a 12-month fixed-term contract. The ideal candidate must be able to commute daily to our office in either Fleetwood, Lancashire or Manchester relocation assistance is not available for this role.

Benefits :

• Working hours - Monday to Friday
• Buy & Sell Annual Leave Scheme
• Company Pension
• Referral program
• Free onsite parking
• Employee Assistance Programme (EAP)
• Access to Employee Health Scheme
• Career development
• Employee Recognition Incentives
• Company events
• Monthly dress down days
• Tea & coffee facilities & On-site Canteen
• Local discounts / benefits
• Early Finish Fridays

Main Responsibilities (but not limited to):

• Collaborate with stakeholders across departments to gather and document detailed requirements, ensuring a clear understanding of business needs and desired outcomes.
• Work with business sponsors and stakeholders to co-create the strategy, ensuring alignment with business goals and ensuring it is turned into a clear, actionable plan with defined objectives, timelines, and resources.
• Analyse and optimise business processes to identify inefficiencies and propose improvements, ensuring solutions align with strategic business goals and the broader transformation vision.
• Develop business cases and solution strategies, assessing options to determine the best-fit solutions that drive improvements in customer experience, operational efficiency, and business performance.
• Support and manage project delivery, driving the creation of actionable plans, managing risks, tracking progress, and ensuring alignment with business objectives through to successful implementation.
• Work with business sponsors, system users, and third-party vendors to ensure seamless communication, change adoption, and effective solution delivery across customer journey, digital solutions, sales, marketing, and commercial systems.
• Lead testing, training, and go-live activities, ensuring that business users are fully prepared, and that systems and processes are adopted effectively across the organisation.
• Monitor post-implementation success, gathering feedback and analysing performance to identify opportunities for continuous improvement and refinement of processes and systems.
• Provide ongoing support and guidance for continuous business change, assisting with the evolution of processes and systems as the business adapts and grows.
• Ensure all solutions are delivered within scope, on time, and to budget, while maintaining quality and meeting business requirements

Requirements to be considered:

• 3-5 years of experience as a Business Analyst, Solutions Analyst or Project Manager, ideally in the energy, utilities, or sales sectors.
• A strong focus on customer-centric solutions with experience in digital transformation, self-service portals, and customer journey mapping. .
• Strong knowledge and experience in customer service, sales, billing, and data management systems, with an understanding of how these areas intersect with broader business processes.
• Proven experience in problem-solving and process optimisation, with the ability to identify inefficiencies and recommend and implement effective solutions.
• Familiarity with CRM systems, telephony, workforce management tools, and other key business platforms relevant to customer and commercial operations.
• Strong understanding of project management methodologies (e.g., Agile, Waterfall), and the ability to manage projects through all stages of delivery from strategy through to execution.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and project management tools (e.g., Jira, MS Project), with the ability to track progress, manage risks, and report on project status.
• Experience with stakeholder management and business change—the ability to work effectively with both technical and non-technical teams, managing expectations and ensuring successful project delivery.
• Experience in creating and managing business cases, and the ability to assess the viability and impact of solutions on business operations.

Competencies:

• Strong interpersonal and communication skills: Engage with stakeholders at all levels of the business. Proactive and confident in chasing outstanding actions and liaising with team members to ensure progress.
• Data analysis & problem-solving skills : Comfortable assisting in gathering and analysing data as required with ability to find root causes and locate solutions
• Strong analytical skills: The ability to translate complex business processes into actionable insights including proven experience in business analysis: process mapping, and workflow optimisation.
• Project management skillset: Including experience in supporting project delivery.
• Attention to detail: Ensure accuracy and completeness in tracking tasks, actions, and project documentation and a focus on delivering measurable business improvements.
• Teamwork: Capable of working collaboratively across different teams and departments with capability to work in cross-functional teams and managing change within a complex organisation
• Strong organisational skills: Talent to manage multiple tasks and prioritise effectively in a fast-paced, dynamic environment. This includes excellent time management to manage deadlines and provide timely updates to relevant stakeholders.
• Technical proficiency : Competent in using project management tools and systems, with strong MS Office skills, particularly Excel, Word, and PowerPoint.

Our Journey

Launched in 2002, we’re experts in commercial utilities and we know what it takes to deliver high levels of customer service. With our Head Office in Fleetwood, Lancashire, and offices in Manchester, we are positioned to serve businesses across the UK with dedication and excellence.

What you need to do now…

If you would love to join us we encourage you to apply now! Be part of our bright future and talk to Ruby today