About us
We have been at the heart of the UK energy market for 25 years and are today playing a critical role in decarbonising the UK energy system. As a major energy services and smart metering company with technology, data and sustainability at the core of our ethos and business model, SMS is committed to delivering the future of smart energy.
We are proud of being both an equal opportunity employer and an accredited real living wage employer! We look out for our customers and our focus is ‘putting our people first’.
Our people enable us to do all of this by living our 5 core values: Safety, Customer excellence, Sustainability, Innovation and Pride
The Role
Reporting to I&C Operations Manager , the capacity manager will be responsible for supporting the operational teams to ensure engineering capacity is accurate and kept up to date (i.e. the correct headcount numbers, in the correct locations and accurate prediction of future headcount numbers based on; current work, future works and any other relevant factors). They will ensure outside KPIs are factored in and plans are in place to mitigate SLA failures, whilst working closely with key stakeholders to execute and deliver SLAs in the most efficient manner. The Capacity Manager will be responsible for tracking all work opportunities both portfolio, planned and reactive work to ensure that routing and coordination of all work is adhered to through the various delivery channels.
Special Conditions - Core working hours would be Monday to Friday, with typical work patterns between the hours of 7.30am-5pm. Candidates will be asked to have a flexible approach to working hours.
Key Responsibilities
- Strategic resource planning for engineers, by maximizing opportunity based on regional areas, skill set and efficient mobilization to sites with a background in modelling, to work between our Operations, Contact Centre teams and Finance team (where current resource planning sits) and helping manage demand and capacity plans
- This role is ideal for an analytical and pragmatic professional, who can work with numbers and understand operational considerations and constraints, with a strategic mindset, who enjoys working in a fast-paced company and can work with large datasets. As part of the role you will be responsible for predicting both short and long-term resource/capacity plans through the analysis of historical trends, alongside budgetary and company strategy to meet the customers’ needs and expectation
- The Capacity Manager will take day to day responsibility for the work assignment and scheduling teams both direct and via external partners
- Ability to work with various planning and scheduling tools to deliver productivity and maximum revenue efficiency
- Analytical thinking: comfortable working with large volumes of data, through models and data analysis tools.
- Monitoring and proposing effective shift patterns to match business requirements, optimizing performance of all teams and maximizing staff satisfaction by providing flexible options
- Focusing on business improvements in a customer centric environment and predicting future supply and demand using a combination of predictive modelling skills, commercial acumen and business insight.
- Managing holiday planning, identifying resource gaps and making recruitment recommendations
- Strong knowledge of workforce management systems will be required, as will excellent Excel and numeracy skills, plus a flexible approach and the ability to prioritize work, show initiative and deal with changing time scales/workloads
- Responsible for producing capacity reports, either ad-hoc or on a scheduled basis, ready for analysis on a regular and timely basis and providing insight into issues and potential issues based on the data
- Assist in the generation of campaigns through portfolio driven work to supplement dialing strategies
Essential Skills
- Geographical knowledge
- Efficient and concise communication skills
- Ability to work as part of a high performing team
- Natural ability to problem solve and will be able to react and resolve back office issues in an ever-changing landscape, with excellent attention to detail
- Ability to work well under pressure whilst constantly considering opportunity for improvement and development
- Excellent IT ability (advanced Excel, workforce planning systems etc.)
Education and Professional Qualifications
- Professional qualification in relevant field desirable
- Degree (or equivalent) desirable
Experience
- Experience in planning and/or dispatch is essential
- Proven experience of working in cross functional teams to deliver a solution is essential
- Experience in an availability and capacity monitoring and oversight role is essential
- Customer service desirable
Benefits
- 25 personal days per year, with an additional allocation of 8 public holidays
- After 5 years of service you will be rewarded with an additional 5 days annual leave taking it to 30 personal days and 8 public holidays.
- Refer a friend bonus (£500)
- Corporate season ticket travel
- Automatic enrolment into the Company Stakeholder Pension Scheme (will commence following 3 months employment)
- Eligibility to join the Share Incentive Plan following 6 months employment
- We also have you covered with Life Insurance where your next of kin will receive 4 times your annual salary
*Closing date will be Friday 22/01/21 at 5pm *