Workforce Planning Manager

  • SSE Plc
  • United Kingdom, NIR
  • Oct 9, 2021
Technology Flexible

Job Description:

We're proud to be a Principal Partner for COP26, the UN Climate Change Conference, and are leading the way to provide the energy needed now, while building a better world of energy for tomorrow.

To reach net zero by 2050, we're looking for people who can bring big ideas, new skills and innovative thinking to help us build a world that's more sustainable and inclusive for you, your family, the community you live in and for generations to come.

So join us on our journey to net zero. Help us power change.

About the Role

Base Location: Belfast (plus given the flexible working options we have available; we will welcome applications from across Northern Ireland).

Salary: £26,700 - £38,000 depending on skills and experience + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available including working from home opportunities with training currently being delivered online

What is the Role?

At SSE Airtricity our customers and our employees are our priority and we're currently recruiting for an enthusiastic Work Force Manager to support our contact centre and meter reading teams within our gas business. Our contact centre is open from 08:30 – 19:00, Monday to Thursday and 08:30 – 16:30 on a Friday, so there aren't any late nights, and we don't just offer an early finish on a Friday, there’s no weekend work at all!

Our blended model of working at home and in the office, provides our colleagues with the flexibility and support they require to succeed in this role. You'll be in a vibrant working atmosphere and our modern offices are in a city centre location close to shops, restaurants, and a public transport hub.

Working within our Gas Operations team, in this role you will:

- develop effective operational value streams to support the Customer Service telephony team headcount capacity, call volume management, KPI delivery and reporting requirements

- call forecasting, advisor, and diary scheduling to support the customer service operating structure

- develop effective operational value streams to support the Meter Reading team headcount capacity, route management, quality check schedule, KPI delivery and reporting requirements

- route planning using specialised systems and diary management to support the field-based meter reading teams

- analysis of data to provide insights and trends on performance

- think on your feet and provide innovative solutions to support each department manager

What do I need?

To be considered for this role, we would love you to have:

- work force management experience within a telephony environment with an understanding of compliance obligations

- a passion for excellent customer service, quality, attention to detail and strong performance delivery

- strong numeracy, analytical and reconciliation skills, with the ability to present numerical data utilising your effective communication skills

- the nature of a hands-on influencer with a confident, resilient, and articulate nature, who enjoys engaging with & motivating people who are not direct reports

- a self-starter mindset with strong self-management, who takes responsibility for getting things done

About our Business

SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. At SSE Airtricity we believe in making energy better. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

Life at SSE

If you're considering a career with us, you're probably wondering what's in it for you? From health and wellness to finances and family, we're proud of our benefits package which includes 34 days holiday (plus the option to buy additional days), enhanced maternity and paternity leave, discounted healthcare and a wide range of offers via our SSE Advantage scheme.

At SSE we're proud to celebrate difference. We all have different skills, experience and backgrounds and we strive to have a friendly and inclusive culture where you can be yourself. We take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it'.

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application and assessment process, and upon joining SSE.

Next Steps

All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Andy on or 01738 340826.

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process consisting of a basic criminal records and credit check.