20077 - Demand Forecaster (National)

Proud to serve. Proud to keep justice going.

If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

About us

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

Our National Services Workforce Management Team (WFM) supports our Courts and Tribunal Service Centres (CTSCs) to deliver services through several jurisdictions known as ‘service lines’. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.

Your role

This role, reporting to the Senior Forecaster/ Scheduler, is responsible for delivering strategic volume and resource forecast models to allow correct staff resourcing that will support the delivery of the National Services KPI’s and that aligns with the organisation’s strategic goals. The position is responsible for delivery of a plan detailing the long-term view of contact volume and productivity. The role holder will work closely with Senior Leaders within the operational structure and Finance to develop plans that align to operational and budgetary requirements.

Your skills and experience

Technical knowledge of Workforce management and telephony systems (preferably NICE IEX, Calabrio and Genesys) desirable.

Data analysis experience including Forecasting and Budgeting to recommend staffing and scheduling solutions to Head of Operations.

Experience in Contact Centre Workforce Management position desirable. (WFM Forecaster, Real Time Analyst, Scheduler).

Strong analytical and organization skills, including trend analysis and the ability to meet deadlines and work under pressured environment, dealing with high volumes of data from multiple sources.

Good communication skills to be able to present information and findings from analysis clearly for management action.

Degree level qualification in a discipline with significant data analytical content, or equivalent work experience.

For a full job description, please read supporting document included below before applying.

Further details

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Ways of working

Standard full time working hours are 37 hours per week. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time.

Non-contractual hybrid working is currently available; arrangements are determined by the business. We cannot facilitate requests for a particular work from home/working in the office schedule.

Occasional travel to other courts

For this post, travel to other National Services/HMCTS sites may be required.