Workforce & Service Optimisation Manager

The interim Workforce & Service Optimisation Manager leads Orbit's Customer Care workforce planning, real-time management, service delivery analysis and business support functions. Ensuring that our Customer Care department always has the right people, in the right place, at the right time. Providing insight that will inform the delivery of service excellence.

The interim Workforce & Service Manager role works in a hybrid way with opportunity to work from home as well as from our Customer Care Hub in Coventry, Warwickshire. The post is required to commence on or as close to 29 December 2025 for a minimum period of 3 months.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

What you'll achieve

This role blends expert forecasting, data analysis, and resource planning with people leadership, driving a seamless, efficient, and customer-focused operation. By combining technical expertise with strong leadership of Business Support and analytical teams, the role ensures colleagues are supported and customers consistently receive excellent service.

• Provide leadership to the resource planning, to organisation-wide scenario modelling, risk analysis, and "what if" demand-shaping, influencing resourcing decisions beyond Customer Care.
• Transform complex data into actionable insights that influence Orbit-wide service design and customer engagement. Provide leadership across analysis, forecasting, and business support functions, leading short-, medium-, and long-term forecasting cycles (from 15 minutes to 12 months) to identify demand drivers, seasonality, and external trends."
• Align workforce planning and operational delivery with Orbit's wider business goals.
• Own forecasting, scheduling, and workforce planning across multiple channels to ensure optimal coverage and performance.
• Lead the analytical resource team to provide accurate, timely data and actionable insight to drive service improvement.
• Ensure resource models are flexible and responsive to changing customer demands, campaigns, and seasonal pressures.
• Work with operational leaders to ensure resourcing models, management information and analysis supports service excellence across all channels.
• Act as the key point of contact for workforce management, scenario planning, and capacity planning across the business.

• Deep knowledge of workforce planning, forecasting, and scheduling methodologies in a complex, high-volume contact centre.
• Leadership experience managing analytical and/or business support teams.
• Advanced data analysis, MI, and reporting skills, with the ability to translate insight into action.
• Strong knowledge of workforce management and omni-channel customer contact systems.
• Flexible approach to working hours (covering 8am-8pm shifts if needed).

We're building thriving communities as one of the UK's largest housing groups and a leading developer of affordable housing. We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes. If you want to experience work that's truly rewarding, join us. Because when we achieve together, customers and communities thrive. Work for Orbit. Believe in people., We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles. A place to progress From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you're a student, graduate or experienced professional we'll support you to grow. For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning. A purpose to feel proud of We're proud to make a difference to people together. We're values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people. What brings us together is a passionate belief in progress and people. Read more about the values and purpose that drive us on our careers website. How we hire We aim to make our hiring process simple and fair: 1. Online application 2. Interview(s) 3. Decision and offer We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.