Planning and Forecasting Analyst - 12 months fixed term

  • Job Reference: 772
  • Date Posted: 17 November 2020
  • Employer: DWR Cymru Cyfyngedig Welsh Water Plc
  • Location: Cardiff (CF3 0LT), United Kingdom
  • Salary: On Application
  • Sector: Customer Service
  • Job Type: Temporary
  • Duration: 12 months
  • Work Hours: Full Time

Job Description

Who are we

Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.  

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision.  This is achieved by living our core values and demonstrating the core behaviours that underpin them.

In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

What you'll do


  • Produce forecasting models and reports for specific business areas to assist in the delivery of departmental targets. 
  • To develop when required and effectively utilise bespoke planning and forecasting models to ensure that departments can achieve their KPI’s in the most cost effective manner 
  • To provide effective resource planning for specific business areas to ensure an adequate staff level across the business to achieve business goals and KPI’s. Using both specialist applications such as the Genesys telephony Suite and generic applications such as Microsoft Access and Excel
  • To support the Welsh Water Retail’s Service Excellence programme through data analysis, planning recommendations, stakeholder engagement, benefit measurement and validation and to represent the Planning & Analytics team in workshops, meetings and presentations where necessary.
  • Analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results 
  • Analysis of web statistics in order to forecast future trends and provide recommendations to the business
  • Troubleshooting and administration of telephony system and NICE recording system ensuring calls are delivered to the business and quality is maintained
  • Utilising the NICE telephony system to identify and categorise the calls being received into the contact centre so that further investigation and analysis can be undertaken within the business
What you'll need


  • Knowledge of Planning and Forecasting principles.
  • Knowledge of regulatory targets, such as Service Incentive Mechanism (SIM) and awareness of the impact of accurate reporting.
  • Advanced user of Microsoft Excel and Access to be able to produce forecasts, resource models and regulatory reporting.
  • Highly developed and proven analytical skills to support forecasting trends.
  • Reasonable report writing skills to be able to provide high level summaries and recommendations to the business
  • Working knowledge of specialist applications NICE and Genesys Telephony suite to troubleshoot and administer the systems or other comparable applications.


As well as a market competitive salary and 24 days annual leave (pro rata), we offer a range of employee benefits including:



  • Variable pay schemes
  • Enhanced employer pension contributions
  • Reduction on gym memberships and high street shopping
  • Cycle to work scheme
  • Car-leasing scheme
  • Health CashBack scheme
  • An employee assistance programme for employees and their immediate family

And many, many more.

Closing Date


23:59 23rd September 2020.

All assessments must be completed by the closing date unless stated otherwise.