Resource Planning Coordinator - 12 month FTC

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.  

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

As Resource Planning Coordinator at Burberry, you will play a key role in driving operational efficiency across our customer service activities. You’ll be responsible for delivering accurate and effective intra-day to long-term resource models. By leveraging live data, monitoring dashboards, and adapting in real-time, you'll help maximise productivity and ensure service level agreements (SLAs) are consistently met.

You’ll produce enhanced daily resourcing plans to identify improvement opportunities, support revenue growth, and elevate SLA performance. In addition, you’ll take the lead on reporting for annual leave management and act as the key liaison for system updates, reporting, and training for the wider management team.

This Resource Planning Coordinator role is offered on a fixed term contract basis for a period of 12 months and will be based in our Queen Street Leeds office for 3/4 days per week.

RESPONSIBILITIES

• Daily updates to staff schedules in Calabrio, including changes due to sick leave, absences, and break adjustments

• Monitor live staffing and performance data to ensure coverage across all teams and languages

• Work closely with training and management teams to schedule coaching, one-on-one meetings, and other sessions

• Create weekly reporting showing schedule changes and any impact on team performance

• Review monthly holiday reports and work with managers to encourage timely use of annual leave

• Track and manage overtime in Calabrio, ensuring accuracy in reporting

• Coordinate holiday requests during peak periods

• Identify top performers and adjust schedules to boost team results.

• Access set up for new joiners and leavers

• Act as the main contact for system-related issues in the region

• Share updates and challenges with the management team

• Look for ways to improve efficiency and reduce costs through data analysis and problem-solving

• Collaborate with global teams to understand resource planning and MI needs and deliver effective solutions

PERSONAL PROFILE

• Workforce Management experience
• Fully conversant with IT Technologies (eg. Vonage, SAP C4C, CSC/ATG, Live Person), infrastructure & manual systems used in Customer Service
• Proficient in Excel, PowerPoint, Word & Office tools
• Proactive with the ability to show initiative and resolve problems
• Self-motivated, independent, passionate and able to thrive in a fast-paced dynamic environment
• Able to deep-dive into the detail whilst seeing the big picture (e.g. identify metrics driven priorities)
• Strong partnering and collaboration skills
• Highly motivated and flexible to deal with constantly changing demands
• A strategic thinker
• Awareness & appreciation of customer requirements & expectations within the luxury sector
• Calm, robust and confident
• Organised and able to multi-task
• Strong influencing skills, comfortable working with people at multiple levels (including external/internal suppliers) and able to display discretion when required

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || Leeds || CUSTOMER SERVICES || NO DEPARTMENT - FIST9011 || n/a ||