At a Glance
- Tasks: Lead demand forecasting and resource management in a dynamic customer service environment.
- Company: Join M&S, a forward-thinking retail leader committed to innovation and inclusivity.
- Benefits: Enjoy a 20% discount, competitive holidays, and a range of wellbeing support.
- Other info: Be part of a diverse team driving change in an exciting digital era.
- Why this job: Shape the future of retail while enhancing operational efficiency and customer satisfaction.
- Qualifications: Experience in workforce planning and strong analytical skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
Description
What You Will Do
- Lead demand forecasting, capacity planning and resource management across in-house and outsourced contact centre operations, producing accurate forecasts aligned to agreed service levels and commercial arrangements.
- Create, maintain and continuously improve workforce plans, including recruitment, training and long-term capacity plans, whilst analysing forecast performance and leading in-year reforecasting activity where required.
- Oversee workforce management and scheduling processes, ensuring resources are planned effectively, schedules are optimised and adherence, shrinkage and operational performance are continuously monitored.
- Lead real-time service delivery, monitoring intra-day performance, making resource adjustments as required, measuring productivity and service levels, and providing data-driven insight to support performance management.
- Manage operational activity planning and business continuity, ensuring all activity impacting Customer Services is effectively sequenced, communicated and executed whilst maintaining excellent service delivery for customers.
- Who You Will Be
- A highly analytical leader who can challenge data, assumptions and calculations to drive accurate forecasting and effective decision making.
- A proactive and organised planner who can balance short-term operational demands with long-term workforce and capacity strategies.
- An influential stakeholder manager, capable of working collaboratively across Customer Services, wider business functions and third-party partners.
- A confident communicator who can translate complex operational data into clear insight, recommendations and service delivery communications.
- A continuous improvement champion who is passionate about enhancing workforce planning processes, operational efficiency and customer outcomes.
- What You Will Bring
- Proven experience leading workforce planning, forecasting, scheduling or workforce management functions within a customer service or contact centre environment.
- Strong experience producing and validating forecasts, capacity plans and resource models, with the ability to analyse forecast versus actual performance and identify improvement opportunities.
- Expertise in workforce management principles, including forecasting, scheduling, resource planning, shrinkage management and service level performance.
- Experience managing real-time operational performance, analysing productivity metrics such as AHT and contacts per hour, and making informed adjustments to optimise service delivery.
- Excellent analytical, organisational and stakeholder management skills, with the ability to govern planning processes, manage operational activity plans and maintain robust business continuity arrangements.
What’s in it for you
Being a part of M&S is exactly that – playing your part to bring the magic of M&S to our customers every day.
We’re an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.
Here are some of the benefits we offer that make working for M&S just that little bit more special…
20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
Competitive holiday entitlement with the potential to buy extra holiday days!
Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
A generous Defined Contribution Pension Scheme and Life Assurance.
A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.
Everyone’s welcome
We are ambitious about the future of retail.
We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era.
We’re transforming how we work together and offering our most exciting opportunities yet.
Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers.
Join us and make change happen.
We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best.
We support each other and work together to win together.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application.
This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Lead with purpose. Own the outcomes. Raise the bar. This is your store. And your chance to shape the future of M&S. Are you ready for it? Take Your Marks and apply today.
Workforce Planning Lead - Chester Customer Services employer: Marks & Spencer
Marks & Spencer is an exceptional employer that prioritises inclusivity and employee growth, making it a fantastic place for those looking to thrive in the retail sector. With flexible working hours and a commitment to personal development, employees are encouraged to take ownership of their roles while contributing to a dynamic and supportive work culture. Join us in shaping a greener, more inspiring future in retail, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Lead - Chester Customer Services
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Marks & Spencer. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Marks & Spencer before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Workforce Planning Lead - Chester Customer Services
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Marks & Spencer:Your cover letter is your chance to shine! Tell us why you want to work at Marks & Spencer specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Marks & Spencer!
How to prepare for a job interview at Marks & Spencer
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
