At a Glance
- Tasks: Shape resource strategy and monitor customer behaviour to enhance service levels.
- Company: So Energy, a rapidly growing energy supplier focused on sustainability.
- Benefits: Hybrid working, personalised development budgets, and performance bonuses.
- Other info: Inclusive culture with opportunities for growth and community engagement.
- Why this job: Join a passionate team making a real impact in the energy sector.
- Qualifications: Experience in contact centre operations and forecasting, with strong Excel skills.
Salary Range: £57,000 - £66,000
Location: Chiswick, London - Hybrid
Sponsorship: We are unable to offer sponsorship for this role
The Role
As a Resource Planning Manager, you will work closely with Heads of Customer Operations to shape the resource strategy across Customer Operations. You will monitor customer behaviour, forecast incoming volumes, and deliver a core strategy to support customers and agents. You will lead the Real Time team to monitor incoming volumes in queues, report on daily attendance schedule adherence of Agents in real-time, ensuring optimum service levels are achieved. You will also support the Head of CX to help shape the future of customer experience from understanding key trends and behaviours in Workforce Planning and forecasting.
Reporting to Jamie Mclellen, Head of Customer Experience
Why So Energy
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 customers and over 450 Energists. We are on the road to a net‑zero future, partnering with ESB, and are customer‑centric, tech‑led, and passionate about sustainability.
We build a workplace culture that supports, empowers, includes, and offers many opportunities to grow and make an impact.
Values
- Clear
- Honest
- Ambitious
- Inquisitive
- Caring
- Sustainable
What you’ll be getting up to in this role
- Own the resource strategy across Customer Operations, including management of the 5‑year resource model
- Support performance delivery and planning, with core metrics such as shrinkage, contact rates, contact reasons, and forecast months out to understand contact pinch points where new strategies are needed
- Develop clear reporting to monitor customer contacts, explain current and forecasted movement, and support the Heads of Ops to implement long‑term strategies
- Lead the Real Time team to enforce real‑time adherence, and scope third‑party support in advance of intraday expectations
- Monitor the volume of contacts at interval level, proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and other real‑time events that impact execution of planned productivity hours to meet SLAs
- Work with third‑party CS teams to ensure adequate coverage of staff and capabilities
- Build reports on real‑time performance
- Own the holiday approval process to ensure the contact centre is appropriately staffed at all times
- Develop a narrative each week and hold senior stakeholders to account for team performance
- Create and optimise schedules, allocating time for training, meetings, coaching, etc., based on interval‑level staffing needs
- Recognise and communicate challenges and areas of improvement during and after scheduling cycles, providing solutions to meet staffing expectations at the interval level
- Monitor ticket volumes and assign tickets to third‑party teams
- WFM Tech/System SME; ensure Calabrio functions at full capacity, utilising new features, maintaining users and licences, and leading the relationship with our Calabrio partner
- AWS SME; oversee creation and maintenance of intents, contact queues, and routing profiles in line with changing business demand
- Ownership of the IVR; ensure a smooth IVR experience for customers, creating and maintaining a bank of messages for a range of scenarios
- Continuous improvement of ways we work within the contact centre and systems for more effective contact and channel management
- Incident management representative for Customer Operations – support with any tech and customer incidents
- Ensure consistent forecasting, planning, and performance processes across the whole of Customer Operations
- Assist with projects and other duties as requested or assigned
You’re a great match if
- Highly experienced in Contact Centre and Operations forecasting, with the ability to create and maintain complex models
- Experience using and optimising WFM systems, knowledge of Calabrio desirable
- Experience using Amazon Web Services (AWS) to manage customer contact
- Highly experienced in Excel; experience of other data tools (SQL, Looker) desirable
- Attention to detail and high level of accuracy
- Ability to take initiative
- Flexible team player with a positive attitude
- Organised with the ability to quickly and effectively adapt to change
- Able to communicate professionally – oral and written
- Problem solving skills
Our Hiring Process
- Talent Screen – 20 minutes Teams call
- Technical Interview with the Head of Customer Experience and Head of Resourcing
- Final stage competency‑based Interview with key stakeholders
Applications close on 31st of July 2026
What’s in it for you
Smart Working Charters
- Hybrid working – each team has its own SPARK Working Charter. Ask your talent partner for more details.
Growth & Development
- Personalised learning & development budgets to support your growth journey, L&D buddies to guide you along the way.
- Internal learning platform – with thousands of valuable resources.
Pay & Reward
- Up to 10% performance bonus – based on company and personal performance.
- Annual Salary Reviews – to ensure we remain competitive in the market.
- Commitment to being a real living wage provider.
Time Off That Matters
- Your birthday off – it only comes once a year, so enjoy it!
- 3 So Giving Days – spend time supporting a cause you care about.
- Enhanced family leave – supporting you through every life chapter.
Health & Wellbeing
- Perkbox – Access to personalised coaching or therapy to support your mental wellbeing.
- Physical Support – Free eye tests, flu vaccinations.
- Access to Perkbox – Additional wellbeing & savings benefits.
- Menopause Policy – To ensure all employees are being taken care of.
Belonging & Recognition
- Affinity Groups – join one of our employee groups to foster meaningful connections.
- Bi‑annual Value Awards – because your hard work deserves recognition.
- Monthly events – to find balance and bring our team together.
- Charitable Fundraising – to give back to our communities.
Diversity, Equity, Inclusion & Belonging
As a Disability Confident Committed employer, we encourage applications from everyone – ensuring fair and accessible recruitment for all. We are committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community and believe our unique qualities are critical to our innovation. It is essential that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion isn’t just an initiative at So Energy – we strive to embed it throughout our entire culture.
#J-18808-LjbffrResource Planning Manager in London employer: So Energy
So Energy is an exceptional employer located in Chiswick, London, offering a hybrid work model that promotes flexibility and work-life balance. With a strong commitment to sustainability and innovation, employees are empowered within a supportive and inclusive culture that values growth and collaboration. The company prioritises continuous learning and provides ample opportunities for professional development, making it an ideal place for those passionate about data and its transformative potential.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planning Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at So Energy. 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 So Energy 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 Manager in London
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 So Energy:Your cover letter is your chance to shine! Tell us why you want to work at So Energy 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 So Energy!
How to prepare for a job interview at So Energy
✨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.
