So Energy
Resource Planning Manager
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Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!
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 help shape the resource strategy across Customer Operations. You will be responsible for keeping a keen eye on customer behaviour, and being able to 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 to deliver consistent performance. 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 (what we call our people). But we’re not done! We’re on the road to a net-zero future, and thanks to our partnership with ESB, we’re well on the way. We’re customer-centric, tech-led, and passionate about sustainability.
We’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.
At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:
- 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 we have to develop new strategies to fill.
- Develop clear reporting to monitor customer contacts, and to explain current movement, and forecasted movement, supporting the Heads of Ops to implement long-term strategies.
- Lead the Real Time team to enforce real-time adherence, and scope 3rd party support in advance of intraday.
- Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that contribute to or negatively impact the execution of planned productivity hours to meet SLAs.
- Work with third-party CS teams to ensure adequate coverage of staff and capabilities.
- Monitor and 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, holding 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.
- Monitoring ticket volumes & assigning tickets to 3rd party teams.
- WFM Tech/System SME; ensure that Calabrio is functioning at full capacity, including utilising and embedding new features. Maintain users and licences. Lead the relationship with our Calabrio Partner. Act as the Lead for any incidents.
- AWS SME; Oversee the creation and maintenance of intents, contact queues, and routing profiles in line with changing business demand. Open and close lines and manage agent skill sets/priority levels.
- Ownership of the IVR; ensuring a smooth IVR experience for customers, creating and maintaining a bank of messages for a range of scenarios agreed by the business and in line with So Energy Tone of Voice.
- Continuous improvement/process improvement – continuous improvement of ways we work within the contact centre and the 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 are in place across the whole of Customer Operations.
- Assist with projects and other duties as requested or assigned.
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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 is 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.
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Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.
📅 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 off.
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, and we will ensure fair and accessible recruitment for all. At So Energy, we’re committed to cultivating an environment that promotes diversity, equity, inclusion, and belonging. We are a global community, and we believe our unique qualities should be celebrated as they are critical to our innovation. It’s essential to us 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.
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