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3 months ago
Salary: up to £32,395
Location: UK
Job type: Permanent
Category: Planning Jobs

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As a Claims Workforce Planner you wil be responsible for the production of medium-term forecasts for the designated Operational area. You will lead on building resource projections based on a combination of volumes, activity and

associated timings. And also be responsible for analysing and interpreting all appropriate data sets and converting this to management information used to proactively advise operational and business stakeholders to achieve Service Level targets and drive efficiency.

Your key responsibilties include

Managing the Real Time Analyst effectively against their objectives with honest performance management.

Ensure the forecast is fit for purpose, covering appropriate scope, metrics and reflective of the current and future operational state

To act as the referral point for resourcing, forecasting and planning to ensure that stretching volume and budget targets are met and to ensure handler productivity is maintained to effective levels

Subject matter expert in designated area and operational Budget

Demonstrate robust planning is in place to meet demand across designated operational area and customer channels

Monitor and advise operational performance delivery against targets, explaining any deviation and developing sustainable mitigation plans

Work alongside the Training Manager to co-ordinate the planning of training, ensuring that workshops can be run with the right shift patterns to fit demand

We have roles available across Birmingham, Bolton, Morecambe, Ipswich and Haverhill.


Previous experience of capacity planning and relevant industry technology
• Excellent verbal and written communication skills
• Analytical mind to drive the operation with clear business improvement ideas
• Being able to draw conclusions from multiple data sets and articulating this in a clear way
• Influencing skills. Being able to have difficult conversations and challenge the opinions of stakeholders to get to the correct outcomes for the business
• The role is responsible for the effective use of workforce planning software and technology. To create forecasts, calculate staffing requirements, and organise schedules for the contact centre and back office
• Excellent time management skills. Expectations will be high and under no circumstances will the team be unprepared for a meeting. The timescales in Terms of Reference for meetings will dictate the deadlines

About AXA

With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

Proud to be part of the AXA Group, the number one global insurance brand and a worldwide leader in financial services, AXA Insurance businesses employ over 5,500 in a network of offices across the UK. Our expert teams care for a huge range of customers, helping them protect their cars, homes and businesses against life’s uncertainties. Whether bought directly, through brokers or through a number of corporate partners, our market-leading products are trusted by millions.

What We Offer


Important notice: We’ve recently become aware of a recruitment scam in which candidates are asked to be interviewed on Google Hangouts. It is not our policy to conduct interviews via Google Hangouts (we much prefer face-to-face), so if you have been asked to do this, please let the recruitment team know and we’ll do our best to advise you. Likewise, if you’re unsure if the person you’re speaking to is genuinely an AXA recruiter or the job you’re ing for is legitimately from AXA, please get in touch and we can check for you. We cannot be held responsible for any interviews conducted without our knowledge and authorisation. If you’re unsure and would like some advice, feel free to get in touch with our recruitment team.

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