Role: Capacity & Demand Planning Partner
Advertised by: Vitality
Location: Stockport / Hybrid – 2 days per week in the Office
Salary: £Competitive + Bonus + Benefits
Close Date: 25 Feb 2026

We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Advanced Capacity & Forecast Modelling , Ability to build, refine and optimise complex operational forecasts across multi‑channel environments.
• Strategic Stakeholder Influence , Skilled in confronting, aligning and influencing senior leaders to drive accurate planning and service delivery outcomes.
• Data‑Driven Insight & Performance Analysis , Expert at explaining complex data, surfacing insights and providing clear-thinking analysis that informs operational strategy.

What this role is all about:
Capacity and Demand Planning Partners work strategically with senior stakeholders to analyse, refine and deliver capacity plans within agreed tolerance limits. Works as a conduit between benefit delivery projects and Operations leadership to quantify, monitor and analyse benefit metrics.  Refines detailed assumptions in capacity plans with senior leaders to ensure that all available internal and external factors are reflected to continually drive accuracy and service optimisation. Works with an array of connected departments to derive the latest planning intelligence from across the organisation.

Key Actions

• Creation of operational forecasts and capacity plans ensuring that they accurately reflect the overall strategy of all organisational stakeholders.
• Responsible for the facilitation of planning forums that identify key capacity risks and recommend actions in order to deliver service level across all Operational areas.
• Lead Weekly and Monthly Business review forums with senior stakeholders, providing clear performance predictions outlook and commentary.
• 13-week forecasts to be within a 7% tolerance over the course of a rolling 12-month period
• Exceptional capability to evolve strategic planning models and deliver them through near term scheduling and tactical delivery across a range of business areas and channels (Voice, Chat, Face to Face, Back Office).
• Operates with Stakeholders at an Operations Manager, Head of Department and Director level so review strategic plans and make any necessary amendments.
• Ability to surface, analysis and contest Operational performance metrics with senior stakeholders to drive capacity performance. 
• Takes an point and considered view when balancing Customer experience and cost centre management.
• A data expert who can take complex models and develop them and an everchanging environment. 
• Optimise customer experience utilising channel planning creating an effective balance of Voice and Chat and driving Omni channel changes.
• Conduct analytical activities to ensure that projects and programmes within the change portfolio are on track to deliver their stated benefits.

What do you need to thrive?

Essential

• Minimum of 2+ years’ experience of forecasting & capacity planning for a multi-location multi channel operation
• Detailed understanding of forecasting and presenting financial and non-financial data.
• Advanced Level in Microsoft Excel.
• Experience of Aspect WFM.
• Proven knowledge of contact centre variables, dynamics and drivers of demand.
• Proven knowledge of contact centre technologies, including ACD.
• Strong analytical skills with ability to evaluate and identify trends and impact assess changing variables.
• Logical thinker, confident decision maker.
• Ability to work on own initiative, managing own time effectively.
• Great team player.

Desirable

• Experience of SQL
• Experience of Tableau
• Operational experience in a high volume call and/or technical support environment

So, what’s in it for you?

• Bonus Schemes – A bonus that regularly rewards you for your performance
• A pension of up to 12%– We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance – With its own set of rewards and benefits
• Life Assurance – Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.
• We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

About Us
We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024!

Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.

We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.

Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.

Diversity & Inclusion
At Vitality, we’re committed to diversity and inclusion because it’s good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.

Vitality’s approach to sustainability

Vitality is a business that drives positive change. We reward people for making and sustaining healthier choices. But healthy people also need a healthy environment. To learn more please visit our Careers page. #LI-Hybrid

If we are fortunate in receiving a high volume of quality applications we may need to close this vacancy early. If you are interested, please submit your application as soon as possible.

Find out more & apply now