Forecast Analyst

Forecast Analyst

£46,000 per annum

Bedford

Permanent

Hybrid Working

Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Forecast Analyst. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.

Why This Role Matters

The Forecast Analyst is responsible for producing accurate contact volume forecasts and workload predictions to support effective workforce planning within the contact centre. The role ensures the business has the right number of advisors available at the right time to meet customer demand, service level agreements, and operational efficiency targets.

The Forecast Analyst analyses historical trends, business drivers, and operational data to provide short-, medium-, and long-term forecasting models that support scheduling, budgeting, and strategic planning activities.

What you’ll be doing?

• Develop and maintain accurate forecasting models to support a multi-channel customer contact strategy.

• Analyse historical data, trends, seasonality, and business activities to predict future demand.
• Continuously monitor actual versus forecasted volumes to understand trends and ensure appropriate recommendations for future forecasts and continuous improvement

• Produce short-, medium-, and long-term forecasts to support operational and strategic planning.

• Collaborate with Operations, Finance, Marketing, and Workforce Management teams to understand upcoming activities that may impact demand.

• Provide clear variance analysis between forecasted and actual performance.

• Support capacity planning, resource planning and scheduling to ensure optimal staffing levels

• Prepare and distribute forecasting reports, dashboards, and insights to stakeholders.

• Identify operational risks and recommend mitigation strategies.

• Support budget planning through workload forecasting and headcount modelling.
• Conduct scenario planning and “what-if” analysis to support strategic decisions
• Support Planning Analyst during absences around schedule creation.

What You’ll Bring

• Experience in forecasting and workforce planning/resource planning within a contact centre environment.
• Experience of scheduling.

• Strong analytical and numerical skills.

• Advanced Microsoft Excel skills including formulas, pivot tables, charts, and modelling.

• Experience using Workforce Management (WFM) systems such as: Verint Workforce Management / NICE IEX / Genesys Cloud

• Ability to interpret data and communicate insights clearly to stakeholders.

• Strong attention to detail and organisational skills.

Personal Attributes

• Team player with strong communications and stakeholder management skills, able to engage at all levels of the business

• Proactive, self-led forward-thinking approach to driving insight and change to completion.

• Strong methodical approach to logical processes.

• Attention to detail and can demonstrate high quality and accurate output.

• Resilient, can do attitude

Our Recruitment Process

Step 1: Submit Your Application

Open: 15/06/2026 | Deadline: 29/06/2026

To apply, please submit the following document:

• Your most up-to-date CV

Step 2: Telephone Interview

Between 15/06/2026 – 02/07/2026

If your application is shortlisted, you will be invited to a telephone interview with one of our recruiters. This is an opportunity to:

• Discuss your experience in more detail
• Learn more about the role and our organisation
• Ask any questions you may have

Step 3: Final Stage Interview

Hosted on 8 th , 9 th , 10 th July 2026

Successful candidates from the telephone interview will be invited to attend an in-person interview in our Bedford office

This stage will consist of:

• A short presentation and discussion , followed by
• A structured interview

Together, these will explore how candidates apply their experience, judgement and skills to scenarios relevant to the role.

We follow fair, open, and merit‑based recruitment in line with the Civil Service Commission’s Recruitment Principles.

MaPS is based in bright, modern offices in Bedford, and we’re here to help people across the UK feel more confident and informed about their money.

Our values guide how we work together:

• Caring – for colleagues and the communities we support
• Connecting – building supportive, positive relationships
• Transforming – creating impact that truly matters

We’re proud to foster an inclusive, welcoming culture. Our colleague networks include LGBTQ+, neurodiversity, women’s health, men’s health and ethnicity groups — and we welcome applications from all backgrounds.

What We Offer

• 30 days’ annual leave plus bank holidays
• Pension contributions matched 2 to 1 (employer contribution up to 10% of your salary)
• Season ticket loan
• Cycle to work scheme (up to £3,000)
• Subsidised eye tests & flu jabs
• Life assurance
• EAP Assist & Life
• Enhanced family and sick pay
• 2 paid volunteering days
• Recognition scheme
• Retail discounts portal

Flexible Working

We believe work should fit around life. This Bedford‑based role offers genuine flexibility so you can balance work, family, and personal commitments. We come together for purposeful team collaboration to stay connected and drive great results.

Career Development

We love supporting internal growth and progression, while continuing to follow fair and open Civil Service recruitment practices.

Important Information About Applying

• Please apply only via official MaPS links - we can’t accept applications via email or unauthorised sites.
• MaPS is unable to offer visa sponsorship.

Reserve List: If you're successful at interview, we may place you on a reserve list for up to 6 months. If a similar role becomes available, you may be offered it without the need for another assessment.

If you believe your application hasn’t followed the Civil Service Commission’s Recruitment Principles, you can contact View email address on uk.workus.org . If unresolved, you may then contact the Civil Service Commission.

Job Reference: MaPS01214

Close Date: 29/06/2026