Role: Demand Forecaster - National Services
Advertised by: HM Courts & Tribunal Services
Location: National / Hybrid
Salary: The national salary range is £35,335 - £37,847, London salary range is £40,014 - £42,859. Your salary will be dependent on your base location
Closing Date: 23-Dec-2025

Job description
Proud to serve. Proud to keep justice going.

If you’re customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

About us
HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice. 

Our National Services Workforce Management Team (WFM) supports our Courts and Tribunal Service Centres (CTSCs) to deliver services through several jurisdictions known as ‘service lines’. These include Social Service & Child Support, Family Public Law, Probate, Crime, Immigration & Asylum, Divorce, Online Civil Money Claims, the Single Justice Service (non-imprisonable offences e.g., no TV license / car tax), and supporting audio video hearings.

We’re looking for individuals who are committed to public service and making a difference in people’s lives to deliver justice. If you are interested in developing a career with a real purpose, please apply.   

Your role
This role, reporting to the Senior Forecaster/ Scheduler, is responsible for delivering strategic volume and resource forecast models to allow correct staff resourcing that will support the delivery of the National Services KPI’s and that aligns with the organisation’s strategic goals. The position is responsible for delivery of a plan detailing the long-term view of contact volume and productivity. The role holder will work closely with Senior Leaders within the operational structure and Finance to develop plans that align to operational and budgetary requirements

Your skills and experience

• Expert specialist and technical knowledge of Workforce management and telephony systems.  
• Data analysis experience including Forecasting and Budgeting to recommend staffing and scheduling solutions to Head of Operations.
• 4+ years’ experience in Contact Centre Workforce Management position required (WFM analyst, scheduler.)
• Strong analytical and organization skills, including trend analysis and the ability to meet deadlines and work under pressured environment, dealing with high volumes of data from multiple sources.
• Good communication skills to be able to present information and findings from analysis clearly for management action.
• Degree level qualification in a discipline with significant data analytical content, (or equivalent work experience) is desirable, but not essential.

For a full job description, please read supporting document included here before applying.

Further details
New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Ways of working
Standard full time working hours are 37 hours per week Monday to Friday. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business.

To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time.

For this post there is an expectation for regular travel to one of the HMCTS national sites with an opportunity for non-contractual hybrid working.  Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

Skilled Worker Visa
This role is not eligible for new Skilled Worker visas in accordance with the current immigration rules.

From 22 July 2025, the Government introduced changes to the Skilled Worker visa route. The department cannot consider sponsoring you for this role unless you have held a Skilled Worker visa prior to the 22 July 2025 changes. If you have held a Skilled Worker visa continuously, please raise this during your vetting checks and eligibility will be assessed in accordance with the immigration rules and transitional provisions in place.

If you are applying for this role and you have not held a Skilled Worker visa prior to the 22 July 2025 changes, you will need to consider your options for obtaining and/or maintaining your right to work in the UK in light of these changes. Successful applicants must ensure they have and maintain the legal right to live and work in the Civil Service and in the United Kingdom.

The Department will continue to comply with UK Immigration Rules applied in the UK and Civil Service. You can read more about Skilled Worker visas and the eligibility criteria here.

Additional Information
Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits
The MoJ offers a range of benefits:

Annual Leave
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

More detail and apply now