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Graduate Capacity Optimisation Analyst
Student Loans Company
Full-time
Glasgow
Hybrid
£27,878
to
Application closing date:
Feb 28, 2026
About the organisation
- Student Loans Company is a non-profit making Government-owned organisation to provide loans and grants to students in universities and colleges in the UK. Since 1989, we have enabled our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.
About the vacancy
- 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.
Capacity Optimisation are responsible for Forecasting, Scheduling, Real Time Management and Workload Management of Student Finance Advisors/ Officers across front and back-office Operations directorate, utilising IEX Workforce Management (WFM) solution alongside Avaya CMS for call routing, OPX and Salesforce for processing work routing, and Salesforce for self-serve/ Live chat routing.
You will 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 manage on-the-day performance including workload assignment, create and maintain schedules, and forecast future demand to enable consistent and efficient service for customers. 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.
Key Responsibilities
-
Key Competencies
- Essential
• The ability to
o communicate and collaborate effectively with colleagues and customers by actively listening, delivering quality information timely
o manage, interpret, and use data to support decision making and drive effective outcomes
o use digital tools and technologies to communicate, access information, and solve problems
o identify, assess and manage risks to minimise potential impacts
o demonstrate readiness to new ways of working and remain effective in ambiguous situations while identifying opportunities for continuous improvement
o 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
Desired Qualifications
- 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
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