Hybrid role – with a requirement for at least 1 day per week in our New Malden or Sheffield office.
About Homeprotect:
We founded Homeprotect on a simple principle – to provide protection to people underserved by the home insurance industry.
We’re experts at insuring people who want to build or buy a unique property, renovate, rent a home or leave it unoccupied. We can cover people who travel a lot, run a business from home or even collect rare treasures. We protect people who love living in a listed building, having a view of a river or sunbathing on a flat roof.
We can do this because our smart tech enables our customers to get an instant, online quote to cover a huge range of complex needs and our UK customer support teams are on hand to provide information and support when only a real person will do.
Our insurance has already empowered hundreds of thousands of people to protect their homes and the things they love. But we’re not content with being the leading provider of what’s called ‘non-standard’ insurance. We believe there’s no such thing as ‘standard’. We’re all unique and we all deserve home insurance designed with our individual needs in mind – something our combination of real people and smart tech enables us to do.
Our simple promise? Whoever you are and wherever you live, with Homeprotect we’ve got you covered.
What It Is Like To Work Here:
Our customers come from all walks of life and so do our people. We’re a small but perfectly formed team, made up of insurance industry specialists alongside a diverse mix of technologists, data scientists and customer and marketing champions from all sorts of industries and backgrounds. We all bring our individual expertise, an appetite for innovation and a shared ambition to empower people to protect their homes and the things that they love.
Working in a fast-paced environment where change happens regularly is how we do things. But we also recognise that you’ll do your best work when you have the right balance, and that’s why we have fully embraced hybrid working, and in some cases, fully remote working, giving our teams the flexibility to choose the right location and working hours for them. We prefer to focus on the outputs of their work, not where they complete it. That said, there will be times when getting together in one location makes sense, but day-to-day, our teams have the freedom to decide where to work and we trust that they’ll make the right decision balancing the business needs and their own preferences.
Most companies think their culture is great, however at Homeprotect, we have the proof to back this up. We have been recognised externally as a Great Place to Work for the last six consecutive years
Sound good? Read on to find out more about joining our team…
Key Responsibilities:
The Head of Workforce Planning and Optimisation will lead the end-to-end resource planning strategy across all Customer Services, Underwriting Operations, Claims, Complaints, and Back-Office functions. This role is responsible for building, maintaining, and executing accurate resource plans that optimise capacity, improve customer outcomes, and drive operational efficiency across multiple channels (voice, digital, back-office workflows). The successful candidate will work closely with cross-functional leaders, including insourced and outsourced partners across multiple geographies, to ensure that resource plans are understood, delivered, and continually improved.
Resource Planning Strategy & Governance
* Design, own, and evolve the overarching resource planning framework for Customer Services, Underwriting Operations, Claims, Complaints, and Back-Office functions.
* Develop capacity models and multi-channel forecasting methodologies covering inbound voice, telephony, messaging, live chat, email, task workflow, and digital self-service journeys.
* Ensure alignment with business strategy, regulatory requirements, customer demand, and operational priorities.
Forecasting & Planning
* Produce accurate short-, medium-, and long-term demand forecasts for all Homeprotect’s operational areas.
* Build and maintain detailed resource and capacity plans that blend front-office and back-office teams and optimise multi-skilled, multi-channel environments.
* Identify opportunities to cross-utilise resource across channels and functions to improve service levels and reduce cost-to-serve.
* Lead the annual budgeting process from a resource planning perspective on behalf of the Customer Solutions function working with internal and external stakeholders.
Scheduling, Real-Time & Performance Management
* Create and lead the scheduling and real-time planning functions to ensure the delivery of operational plans.
* Monitor intraday performance, adjusting resource allocations and schedules to maintain KPIs (e.g., service levels, SLAs, productivity targets).
* Deploy contingency plans to mitigate operational risks (spikes in demand, system downtime, severe weather events, etc).
Tooling, Technology & Continuous Improvement
* Assess current planning tools, methodologies, and data flows; recommend improvements and champion new technologies.
* Conduct market reviews of resource planning and WFM software and build business cases for investment where appropriate.
* Drive automation and optimisation initiatives that improve forecasting accuracy and operational efficiency.
Business Partnering & Stakeholder Engagement
* Act as a trusted advisor to senior leaders across the operation, supporting budgeting and resource planning impact assessments on key changes.
* Work collaboratively with outsourced partners across various geographies, ensuring planning assumptions and performance expectations are consistent and well-understood.
* Translate complex data and planning insights into clear messages for stakeholders.
Leadership & Team Management
* Lead and develop a high-performing resource planning team (forecasting, scheduling, real-time).
* Build capability within the team through coaching, training, and continuous development.
* Foster a culture of curiosity, accuracy, and operational excellence.
Requirements
Essential Experience
* Significant experience in Resource Planning/WFM roles within insurance, financial services, or another highly regulated industry.
* Proven track record of creating multi-channel resource plans (voice + digital + back-office).
* Experience managing blended operational environments with multi-skilled teams.
* Strong understanding of planning complexities in Customer Services, Underwriting Operations, Claims, Complaints, and workflow-driven back-office functions.
* Experience working with both insourced and outsourced contact centre partners across multiple geographies.
* Demonstrable experience improving planning methodologies and implementing new WFM tools or systems.
* Hands-on experience of real-time operations and schedule optimisation.
Technical Skills
* Proficiency with WFM and resource planning systems (e.g., Verint, NICE, Calabrio, Genesys WFM, or similar).
* Strong Excel and data analysis skills; ability to build and interpret complex models.
* Knowledge of digital channel metrics (chat, messaging, asynchronous channels) and workflow systems.
Behavioural Competencies
* Strategic thinker with strong analytical skills and excellent attention to detail.
* Confident communicator able to influence and challenge at all organisational levels.
* Collaborative, proactive, and resilient under pressure.
* Customer-focused mindset with a passion for improving operational performance.
Qualifications
* Degree or equivalent professional experience.
* Professional WFM or planning certification (desirable).
* Project management or continuous improvement qualification (e.g., Lean, Six Sigma) beneficial.
What Success Looks Like:
* Accurate, transparent, and trusted plans that support delivery of operational targets.
* Improved forecasting accuracy and scheduling efficiency year-on-year.
* Reduced operational costs through smarter resource deployment.
* Strong, collaborative relationships with insourced and outsourced partners.
* A highly engaged and skilled planning team.
Benefits
We think we have a fantastic company culture and welcome new team members with open arms. We also offer a great range of benefits, including:
* A genuinely flexible approach to work. We are really supportive of you flexing your hours and location to help you keep everything in your life in balance.
* Opportunities to focus on your professional growth whether that’s through training or other personal development opportunities - we want you to build your long-term career with us.
* Discount of 50% when you choose to take out a home insurance policy with us.
* An in-house wellbeing programme including seminars and workshops from wellbeing coaches and professionals.
* Home working starter kit and money to spend on additional equipment you may need.
* Charitable giving scheme, so you can donate to our partner charity, or one of your choices.
* The opportunity to work alongside brilliant people, because this isn’t something that every organisation can offer!
On top of that, we also offer all the standard stuff, like:
* 25 days’ holiday (plus bank holidays) and the ability to buy and sell >5 days annually.
* Private medical cover for all employees
* Financial Advice with Octopus Money
* Life insurance
* Annual discretionary bonus scheme
* Pension contribution
* Free fruit and really good coffee for the days you come into the office.
* Local and national retail discounts
Have we captured your imagination? If so, we’d love to hear from you!
Unique As Standard
We’re proud to be an equal opportunity employer, and actively encourage applications from all backgrounds, as long as you meet the knowledge, skills and experience criteria for the role and have the right to work in the UK. We think everyone can excel in the right environment – no matter your gender, age, ethnicity, sexual orientation, religion, disabilities or beliefs. We believe in celebrating difference, and everything that makes both our customers and people unique, by creating an environment where everyone can thrive.
We encourage you to let us know if you need any extra help with your application, or if you have any requirements at any stage of the recruitment journey.
Equally, lots of our staff at Homeprotect work flexibly and in a variety of ways, whether that’s different core hours or remote working. Please chat to us at your application or interview stage about the flexibility you need, as we’re always happy to explore what's possible for the role.
Your data will be maintained in line with our ‘recruitment data privacy policy’ found here.