What is the purpose of the role?
As the Capacity Planning and Forecasting Manager in the Customer Solutions Centre, you will have overall responsibility for determining the resource capacity needed by the Customer Solutions Centre office and Waste Customer Field Service team to meet changing demands for both reactive and planned customer journeys. You will understand how the business operates and plan for future capacity requirements. Analyses data and trends to direct planning activities through BAU to ensure targets are met and optimise operational efficiency and costs.
What makes this role unique?
This is a unique role working in our industry leading Customer Solutions Centre in Slough, working alongside our Waste Networks contractors, Lanes Group. This is your opportunity to be part of a legacy and positively make your mark. Our SIMS scores have increased significantly over the last 18 months and we have implemented important step changes in customer performance. We are now in a position to move to the next chapter and are seeking someone who is like minded in their passion for customer service to join our team in this developing role. This is your opportunity to shape and mould this new function to success.
What will this role involve?
The Capacity Planning and Forecasting Manager includes but is not limited to the following responsibilities:
Responsible for capacity and forecast planning and the model development within the CSC structure.
Provide leadership and direction of team including planning, data, business priorities and creativity around insight.
Lead capacity planning activities to ensure operational requirements are met to succeed against corporate KPI’s and optimum efficiency in resources.
Accountable for accurate forecasting of incoming customer and internal demands offset against business critical events to ensure Service Level Agreements are not dropped.
Utilise historical data and trend activity to ensure accurate forward planning of resources over rolling 12 month periods to support long term strategy is aligned against budget and commercial requirements.
Escalate all deviations to the agreed plan or changes that have will have a negative impact on budget and customer satisfaction.
Provide insight and awareness to identify issues within current processes, negative trends in performance or financial implications of operational activity.
Lead the business to ensure risks are managed appropriately and the right decisions are made to ensure we meet our customer demands and promises.
Produce trend analysis and a suite of daily, weekly and monthly reports with narrative against all out of trend activity.
Review and analyse data to make recommendations on the most appropriate resource levels, recruitment plans and overtime.
Communicate and influence internal stakeholders to obtain and ensure that current and accurate information is used for planning purposes to meet operational and customer requirements.
What are we looking for?
Are you a strong influencer, who has experience of capacity planning and analysis? Do you possess good people management and the ability to communicate effectively and build positive working relationships? Do you have previous experience of Customer Service delivery or Contact Centre operations? If yes, we want to hear from you…
To be successful in this role, you will have a high level of organisation skills with commensurate attention to detail. You will have the ability to Demonstrable experience of business information analysis within an operational environment. You will be fully competent at using MS office, specifically Excel and the appropriate company IT systems and as well as open to learning new systems. Good analytical skills are required as well as the ability to communicate findings and actions to other teams. You will be focussed, methodical and have an excellent understanding of key procedures. Knowledge of the water/wastewater industry would be an advantage.
Thames Water information and salary details
This exciting opportunity is based at our state of the art Customer Solutions Centre in Slough. We are offering a salary of up to £40,000 depending on experience and qualifications. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 30/04/2018.