Overview It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you. Reporting to the Capacity Planning & Budget Manager for our Customer Service Centre you will lead and motivate the Forecasting & Planning team to ensure optimal resource allocation, balancing staffing efficiency with customer satisfaction in the CSC. This role involves forecasting call volumes, providing real-time recommendations for resource adjustments, and optimising costs to maintain service levels. At Screwfix, we believe happy, fulfilled colleagues create a stronger business. That’s why we’ve built a workplace that works for you—combining flexibility, inclusivity, and sustainability with opportunities to thrive. Belonging & Growth: From day one, you’ll feel part of a team that values your voice and supports your growth. We’re proud to champion diversity because we know unique perspectives make us stronger. Whether starting out or looking for your next step, you’ll thrive here Sustainability That Matters: We’re committed to creating a better future, taking bold steps to reduce carbon emissions, use sustainable packaging, and innovate for a greener world. Sustainability drives everything we do, and we’re proud to make a real impact for our planet and future generations. Join Screwfix and discover a workplace where you can belong, grow, and help build a more sustainable future. Key responsibilities Work with Line Manager in agreeing clear priorities and plans for the year – ensuring team are clear and engaged on key goals, deliverables and activity Develop effective forecast models based on external insight,industry trends and demand patterns alongside seasonal & academic changes within the demand. Design new metrics and prepare reports to monitor forecast accurately and analyse all sales & service trends. Support management with risk assessments and mitigation activities, influence, propose and implement solutions to improve demand forecast accuracy. Effectively communicate forecasts to stakeholders whilst engaging on feedback from the operation to drive accuracy improvement. Influence and champion continuous improvement within the work area, to include leading on and developing and maintaining forecasting models for future channels and new departments. Analyse data to identify trends, develop assumptions, and recommend solutions for improving forecast accuracy – implement agreed change to drive excellence and continuous improvement. Conduct regular reviews of the forecasting process and make compelling recommendations for improvements to senior stakeholders. Through the team, review and improve interval forecasting to inform the scheduling and RT manager of operational service challenges. Develop and expand forecasting capabilities within the CSC using current/new software, external insight and industry good practice. Ensure and engage collaboration on published and unpublished rosters with the RT manager to ensure key stakeholders are aligned. Effectively plan in all offline activities whilst minimalizing impact to service and collaborating with key stakeholders to ensure awareness of customer and colleague demand. Actively work and drive high levels of accuracy and integrity in analystics through the team, sense checking and reviewing outputs as to ensure accurate and meaningful insight Managing, guiding, motivating, and developing team members to achieve individual, team and organizational goals, whilst carrying our team meetings, coaching, 1-1’s, agreeing objectives through quarterly check ins and communicating effectively. Actively support engagement action plans, using insight and feedback to foster a great place to work and an engaged team Required Skills & Experience A customer centric mindset and experience in planning, budget or forecasting analytics and management. Demonstrate strong analytical and problem-solving skills to diagnose, design or develop new technical solutions to improve service. Proficient in problem solving and system configuration. Efficiently manage multiple deadlines and allocate resource effectively. Demonstrated ability to coordinate workload and perform administrative tasks. Effective communication both verbally & written to clearly explain forecasting assumptions methodology & results to stakeholders is essential with the ability to adapt communication style based on audience. Advance experience of MS office, Power BI & WFM would be beneficial. Proven experience in leading, coaching & developing high performing teams, with strong background in performance expectations & excellent interpersonal communication. At Screwfix, Your Wellbeing Comes First: We’re dedicated to helping you thrive at work and at home. With a fantastic range of benefits, opportunities for self-development, and an annual discretionary bonus of up to 20%, we put your wellbeing at the heart of everything we do. Your Wellbeing, Our Priority: Health Support : 24/7 GP services, discounted gym memberships, and wellness resources like PepTalk. Financial Wellbeing : Up to 14% employer pension contributions, life cover of up to 4x salary, and tools like Wagestream to track earnings and save. Everyday Perks: 20% staff discounts at Screwfix and B&Q, savings on bikes, and exclusive offers via the Hapi app. Opportunities to Grow: We believe in self-development and creating space for you to thrive. With access to training, career growth, and support networks, we’ll help you build a brighter future. We believe in equity for all. Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application. NO AGENCIES PLEASE