12582 - Demand Forecaster - National Services
| Posting date: | 08 December 2025 |
|---|---|
| Salary: | £35,335 to £42,859 per year |
| Hours: | Full time |
| Closing date: | 23 December 2025 |
| Location: | UK |
| Remote working: | On-site only |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 12582 |
Summary
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 below 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.
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 below 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.