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Senior Planning & Forecast Analyst

Date:  23-Nov-2022
Company:  DWR Cymru Cyfyngedig Welsh Water Plc
City:  Cardiff

Cardiff, Wales, GB, CF3 0LT

Job Requisition Number                              3864                                                                              
Work Type Permanent
Job Function Customer Services
Salary Range £35,598.00 -£39,278.00 
Base South East Hub
Closing date 23:59 - 30/11/2022


Who we are


Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.


To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.  The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company’s required security objectives.


We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. 


To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve.


In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you’ll be responsible for


As part of the Planning & Performance team, this role’s key responsibility is to ensure that Resource is optimised across Retail in order to deliver effective Customer Service whilst also running in an efficient manner. This will be done through accurate demand forecast modelling and working closely with key stakeholders across the business to deliver a plan.


What you’ll be responsible for


  • Produce and maintain multi-channel forecasting models and reports for specific business areas to assist in the delivery of departmental targets
  • To develop when required and effectively utilise bespoke planning and forecasting scenarios to produce resource plans that cover short-term to long-term forecasting windows, including capacity plans
  • Conduct analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results – continually reviewing forecasting and planning assumptions, to improve accuracy
  • As a senior member of Planning, you will be expected to support the Planning & Performance Team Manager by deputising in key meetings and operating at a level which considers planning for all of Retail 
  • Managing the user/system administration of our Resource systems including WFM/WFO ensuring correct governance and processes are followed, with regular audits completed to ensure data accuracy
  • You will support the Planning team through allocating and managing team workstack, and acting as a lead to co-ordinate requests/projects that involve multiple team resources
  • Support the Retail business area through data analysis, planning recommendations, stakeholder engagement, benefit measurement and validation whilst also representing the Planning & Performance team in workshops, meetings and presentations where necessary.
  • You will embrace a pro-active culture and continue to challenge and improve current methods to ensure that best practice is embedded throughout the team, delivering coaching and acting as a subject matter expert in Resource Planning
  • Provide performance insight, track change activity & support Planning & Performance manager with reporting for outsourced BPO teams

Who you’ll work with


  • Real Time & Scheduling Team
  • Retail Management
  • Project Teams
  • Planning & Performance manager
  • Retail Team Leaders

About you

  • Substantial experience of Resource Planning and Demand Modelling
  • Experience of working with and influencing key stakeholders in an organisation to help deliver effective plans
  • Substantial experience of operating and maintaining Telephony & WFM/WFO systems
  • Demonstrable experience of leading from within a team to get the best from colleagues around you.
  • Ability to develop forecast models from scratch irrespective of channel
  • Expert knowledge of Excel is essential 
  • Proven track record of delivering effective resource planning.
  • Ability to communicate insights and meaning to all levels of seniority in a way which delivers the message clearly and succinctly.
  • Ability to lead from within a team and to support the team manager as deputy where needed.

Good to know


This role will include both home and office based work



As well as a market competitive salary, 33 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:


  • Variable pay schemes (your salary banding will always stay the same, but depending on the performance of the company you could receive a yearly bonus)
  • Enhanced employer pension contributions – Up to 11% employer contributions
  • Enhanced family friendly policies
  • Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
  • Reduction on gym memberships and high street shopping
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family


Whilst also working for a not-for profit company that truly cares about earning the trust of customers everyday, and about looking after our beautiful environment.




Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT

© Dŵr Cymru Cyf 2019.

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