Head of Resource Planning & Performance (Customer Ops)

NFU Mutual; West of England; Hybrid; GBP 100,000 - 130,000; Full time

Benefits offered by this job

Car allowance

Pension scheme

28 days leave + bank holidays

Family friendly policy

Private medical insurance

Job summary

NFU Mutual is seeking a senior leader to drive strategic resource planning and performance across its Customer Service Operations. You will lead a 45-person team across multiple sites and channels, shaping capacity, forecasting, budgeting and real-time management to support complex, high-volume customer contact.

The role emphasizes strategic direction balanced with operational realities, stakeholder management, and an enterprise-wide perspective on decisions and priorities.

Qualifications

• Strong resource or workforce planning experience, including capacity modelling and longer-term forecasting.
• Experience of multi-site and multi-channel Customer Service Operations with high-volume contact.
• Good understanding of customer contact technology and emerging capabilities shaping future contact.
• Experience of financial and operational planning, including budgets, headcount and capacity.
• Experience in assessing operational implications of significant business change.

Responsibilities

• Lead national resource planning strategy across sites, channels and functions.
• Oversee longer-term forecasting, capacity planning, real-time management and resource allocation.
• Oversee national operational budget planning to align with capacity and performance objectives.
• Shape strategy and roadmap for future customer contact capabilities, including AI and multi-channel delivery.
• Oversee governance, performance insight, risk and business continuity; represent in senior programmes.

Skills

Resource planning

Workforce planning

Forecasting

Stakeholder management

Budget planning

Cross-functional collaboration

Tools

Workforce management tools

Job description

NFU Mutual is seeking a senior leader to drive strategic resource planning and performance across its Customer Service Operations. You will lead a 45-person team across multiple sites and channels, shaping capacity, forecasting, budgeting and real-time management to support complex, high-volume customer contact.

The role emphasizes strategic direction balanced with operational realities, stakeholder management, and an enterprise-wide perspective on decisions and priorities.