Planning Manager – 6 Month FTC
Salary: Competitive + excellent benefits
We are one of the UKs fastest growing green energy companies supplying 100% renewable electricity and green gas to domestic and business customers. Our sustainable and ethical approach to how we do business, combined with our award winning customer service, gives us high levels of customer and employee engagement.
Our purpose is to provide people with a choice to make a cleaner, greener future together. We do this by providing access to locally sourced renewable energy. We set up and own the UK’s first commercial wind farm and have expanded our energy generation capacity with a portfolio of our own wind and solar farms. The company was founded in 1999, is listed on AIM and now employs over 300 people in the historic market town of Chippenham, Wiltshire.
About the role
This is a newly created role within our busy Customer Services department and responsible for delivering our contact forecasts and resource plans, ensuring robust levels of delivery across all channels including voice, non-voice transactional and newly introduced channels such as digital. The role will also provide planning oversight ensuring sufficient levels of scrutiny around operational delivery and performance including that of any 3rd party partners. It will also be leading on budgetary development and oversight for the operation.
The role will be responsible for creating and maintaining a new forecasting model that is trusted and low maintenance for the operational teams that covers all work streams within Customer Service. It will develop resourcing plans to provide high levels of service for customers during all opening hours (including a review of the current opening hours for each team). You will build a Real Time monitoring function that ensures appropriate action is taken at the earliest possible opportunity to maximise our effectiveness. There will also be a responsibility for developing and implementing KPI’s to measure the success of the forecasting and scheduling function.
This is a key new role within our Customer Service team and as a relatively small but growing company a hands-on approach is always required.
The role will require a proven Planning Manager who is very much a self-starter and has demonstrable experience of planning across a complex contact centre operation. You will have extensive stakeholder engagement experience within a contact centre environment and has built end to end planning frameworks and forecasting models from scratch.
You will have a notable experience in reactive contact centre planning and reviewing, forecasting and allocating staffing resource. You will be comfortable building in scenarios that take into account elements of the organisation input.
Behaviours - Works in a way which role models our values:
Straightforward - We are straightforward in how we communicate with each other and get things done.
Determined - We are determined and resilient, overcoming challenges to realise our purpose together.
Inclusive - We value people’s differences and recognise the strength they give us when we work together.
Fair - In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our futureholders.
In addition to a competitive salary we also offer a wide range of benefits. Our office in Chippenham is very accessible; we are just a two minute walk from Chippenham train station and within easy reach of surrounding towns and communities.
So if you’d like to be part of this multi award winning, innovative and fast growing ethical energy business, we’d love to hear from you.
Please send a copy of your CV and a covering letter stating your experience and suitability for the role to email@example.com.
Given the high volume of applications we have received in recent campaigns we recommend you apply as soon as possible to avoid disappointment. We will close the role sooner than the date specified below if we are able to fill the position.
Closing date: 23rd August 2017
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