Graduate Capacity Optimisation Analyst

At the Student Loans Company, we process almost 1.5 million student finance applications every year. We dedicate ourselves to supporting 9.4 million customers and administer a loan book valued at £227.5 billion.

Whether a customer is applying for student finance or repaying their loan we want to make their experience as easy as possible, at the same time as delivering the exceptional service that they deserve.

This is a fantastic opportunity to work in a fast-paced, collaborative environment where the focus is to deliver progress, not perfection and where dedication, innovation, embracing curiosity and teamwork underpin everything we do.

You will manage on-the-day performance including workload assignment, create and maintain schedules, and forecast future demand to enable consistent and efficient service for customers.

• • • Workload management of Student Finance Advisors / Officers involving:
      • Forecasting
      • Scheduling
      • Real Time Management

This is across front and back-office Operations directorate, utilising:

• • • IEX Workforce Management (WFM)
    • Avaya CMS for call routing
    • OPX and Salesforce for processing work routing
    • Salesforce for self-serve/ Live chat routing

You will also:

• support the delivery of key projects and initiatives within the Operational Optimisation, Enablement, and Knowledge division.
• As part of a 24-month rotational programme, you will gain exposure to critical business activities while developing core skills aligned to real-time management, scheduling, forecasting and work loading responsibilities.
• Through structured learning modules and on-the-job experience, you will build technical knowledge, strengthen professional capabilities, and contribute to achieving business objectives.
• You will also have exposure to Enablement/Knowledge responsibilities which support the main capacity optimisation responsibilities.
  You should bring fresh thinking as you rotate through the individual departments and work closely with experienced colleagues, receiving mentorship, and actively participating in projects that drive value for the organisation.

Essential

• Degree-level qualification in Business Management, Administration, Mathematics, Statistics or related field at 2.2 or above, anticipated by Summer 2026 or gained within the last two years
• The ability to
  • communicate and collaborate effectively with colleagues and customers by actively listening, delivering quality information timely
  • manage, interpret, and use data to support decision making and drive effective outcomes
  •  use digital tools and technologies to communicate, access information, and solve problems
  • identify, assess and manage risks to minimise potential impacts
  • demonstrate readiness to new ways of working and remain effective in ambiguous situations while identifying opportunities for continuous improvement
  • work under pressure and adapt quickly to changing priorities.
• Strong analytical skills

Desirable

• Knowledge of resource planning, scheduling, or forecasting demonstrated by education or placements/previous experience
• Awareness of contact centre metrics and workforce planning demonstrated by education or placements/previous experience
• Understanding or knowledge of relevant technologies, software and tools commonly used in back-office processing, such as document management systems, workflow automation tools, or specific industry software through education or placements/previous experience