At a Glance
- Tasks: Monitor performance, manage schedules, and drive improvements in a dynamic contact centre environment.
- Company: SES Water, part of Pennon Group, committed to a greener future.
- Benefits: Competitive salary, annual bonus, healthcare benefits, and employee discounts.
- Other info: Diverse and inclusive workplace that values your unique perspective.
- Why this job: Join a transformative team and influence workforce planning with innovative technology.
- Qualifications: Experience in resource planning, strong analytical skills, and advanced Excel proficiency.
The predicted salary is between 30000 - 40000 £ per year.
SES Water has a rich history of serving communities in the South East of England. Water plays an important role in our lives, which is why we're committed to supplying our customers with access to 160 million litres of safe, reliable, clean water every day. We're proud to be part of Pennon Group, a leader in the UK water sector, working towards a greener future.
We are looking for a proactive and analytical Resource Planning Analyst to join our Workforce Management team. This role is key to ensuring the smooth running of a mid-sized contact centre through effective real-time management, forecasting, scheduling, and resource planning. This is a highly visible role with exposure to senior stakeholders across the business.
What you'll be doing:
- Monitoring intraday performance across multiple queues and channels, taking proactive action to mitigate service level risks.
- Managing adherence and schedule compliance in real time.
- Communicating performance updates, risks, and recommendations to operational teams and senior stakeholders.
- Creating optimised schedules that balance customer demand, service levels, and employee experience.
- Supporting capacity planning, shift optimisation, holiday planning, and long-term workforce forecasting.
- Producing accurate and timely reporting on key metrics such as Service Level, AHT, Occupancy, and Shrinkage.
- Conducting root cause analysis and providing clear recommendations to improve operational performance.
- Managing resource allocation during operational incidents or unexpected demand spikes.
- Working closely with Operations, Team Leaders, and other stakeholders to support business performance and strategic decision-making.
What we're looking for:
- Proven experience in a Resource Planning, Workforce Management, or Contact Centre Planning role.
- Strong understanding of real-time management, forecasting, scheduling, and capacity planning.
- Advanced Excel skills, including pivot tables, formulas, and data analysis.
- Excellent analytical and problem-solving skills.
- Strong communication skills with the ability to influence and engage stakeholders at all levels.
- Ability to work effectively in a fast-paced environment and make informed decisions under pressure.
Desirable Experience:
- Experience using Workforce Management platforms such as NICE, Verint, Genesys, or similar.
- Experience supporting multiple brands, business units, or customer operations.
- Understanding of contact centre performance drivers and operational levers.
- Experience supporting business change and transformation initiatives.
This is an excellent opportunity to play a key role within a business undergoing significant transformation. You'll have the chance to influence how workforce planning evolves, work closely with senior leaders, and contribute to the implementation of new technology and ways of working within a collaborative environment that supports professional growth and development.
If you're passionate about workforce planning, data-driven decision making, and delivering operational excellence, we'd love to hear from you.
Benefits:
- Competitive Salary - Based on experience and skills
- Annual Bonus Scheme - Recognising company performance
- Pension Scheme - Helping you plan for your future
- Healthcare Benefits - Access to employee assistance programs
- Employee Discounts - On various products and services
- Annual Leave - Take time to recharge with our holiday entitlement
At SES Water, we value diversity of thought, background, and experience. We encourage everyone to bring their authentic selves to work and believe that different perspectives help us better serve our customers and communities.
If you require any support during the application process, please let us know.
Locations
Resource Planning Analyst in Redhill, Surrey employer: SES Water
At Bristol Water, we pride ourselves on being an exceptional employer, offering a collaborative and purpose-driven work culture that prioritises the health of our communities and the environment. Our commitment to employee growth is evident through our diverse career opportunities and support for continuous learning, all while working in the vibrant city of Bristol, where you can enjoy a fulfilling career in water quality science alongside a passionate team dedicated to making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Analyst in Redhill, Surrey
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SES Water. 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 SES Water 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 Resource Planning Analyst in Redhill, Surrey
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 SES Water:Your cover letter is your chance to shine! Tell us why you want to work at SES Water 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 SES Water!
How to prepare for a job interview at SES Water
✨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.
