Resource Planning Manager

First Utility
13 Sep 2017
05 Oct 2017
Job Type
Contract Type

About Us

Here at First Utility we want to make a difference. We are changing the face of the energy industry by campaigning for more transparency, better communication and a speedier switching process. Through pioneering technology and sharing our knowledge, we put our customers firmly in control of their energy, so they can spend less on what they need and more on what they want.

We are proud to deliver award winning service and as we continue to challenge the industry, our talented people are integral to our journey; our people make that difference. As we continue to grow our Team and expand our service offering, we now have office locations in Warwick, Coventry, London, Krakow and Hamburg.

We're looking for a Resource Planning Manager to join our Resource Planning Team to help us continue to make that difference.

How the role fits in

Reporting into our Director of Customer Service, this is a superb opportunity for someone with the required skill set to lead and develop the strategy of our Resource Planning and Real time management function and its contribution to our performance across multiple contact centres, both in-house and outsourced, and will oversee all aspects of the planning cycle.

We are looking for a Resource Planning manager who excels in a dynamic and innovative environment and is able to utilise fresh thinking to challenge existing ways of working to drive improved efficiency, customer service delivery and support us to become an even better place to work.

The role day to day

  • Strong understanding and experience of the delivery of commercial and customer value through resource planning and capability development, including knowledge of the associated tools and methodologies

  • Ability and willingness to challenge the status quo - takes a broad perspective, looking within and externally, to encourage and develop new and innovative ideas which will enhance the business

  • Ability to demonstrate conceptual, innovative planning methods and put those into practice

  • Creation and implementation of multi-stranded business strategy within a customer service environment - focus on strategic priorities

  • Comfortable with ambiguity and able to operate effectively within a constantly changing environment. Maintains composure in stressful or adverse situations, employing reason-driven decision-making.

  • Developing, deploying and ongoing improvement of resource planning services.

  • Providing actionable insight to the business with recommendations on short, medium and long term requirements to improve service delivery.

  • Strong sense of purpose and positive attitude, with proven ability to deliver results and manage change effectively within large, complex organisations. Engages and facilitates others to work collaboratively to achieve real change. Seeks out opportunities to effect change to improve organisational performance

  • Leading and motivating the resource planning team on a daily basis, ensuring the team understand the business goals and strategy

  • Confident communicator with a strong influencing style and openness to learn and improve

  • Identify, champion and manage technical opportunities to develop/improve planning solutions through a controlled change management process and be seen as a centre of excellence in planning

  • Propose new and creative approaches to the Resource Planning processes using WFM technology and Excel.

  • Be responsible for performance analysis, demonstrating a thorough understanding of the performance in order to ensure stakeholder understanding

  • To establish and agree clear objectives with each member of the team so that there is full understanding of what is expected of them in terms of output and performance.

What you'll need to help you make the best of the role

  • Proven experience as an influential leader/people manager

  • Experience of influencing and impacting at senior leadership level

  • Sound financial, commercial and strategic judgement

  • Proficiency with workforce management tools and experience reviewing and improving forecasting, scheduling and planning processes throughout the planning lifecycle, would be an advantage

  • Excellent analytical skills, with the ability to assess and solve problems when working to tight deadlines

The 'nice to haves'

  • Resource planning experience within a Customer Services business unit, ideally spanning both front office and blended / back office operation

What you'll get in return

Our people are our business, so our mind-set is people first. Spending much of your time at work, we know it's not just about a rewarding career, development opportunities and competitive salary - the work space, relaxation areas and coffee matter too!

First Perks is our benefits portal where you can access BUPA Private Healthcare, childcare vouchers, pension scheme, cycle to work scheme, our staff tariffs and exclusive savings and discounts from nearly 900 retailers - including holiday deals to help you make the best of your 25 days holiday (plus Bank Holidays). First Perks features discounts for many of the biggest brands - from to Amazon, from John Lewis to Tesco; there is something for everyone.

We're proud to support our charity partner the NSPCC and offer regular fundraising events from bake-offs to London Marathon entries. Our teams enjoy quarterly socials, some more adventurous than others! One tradition we've held on to as we've grown is "Fruity Friday" - heaps of free fresh fruit for all, every Friday.

So if you like the fast pace of an evolving business, feel it's important to reach your full potential and enjoy your time at work, then a career with us could be your next move