Head of Resource Planning

2 weeks ago

Cannock, Staffordshire, United Kingdom Veolia Full time
Ready to find the right role for you?

Salary - Competitive + Veolia Benefits (Car Allowance + Significant Bonus & Generous Pension Scheme)

Location - Cannock with travel to other Veolia offices as expected

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you:

- 25 days of annual leave

- Access to our company pension scheme

- Discounts on everything from groceries to well known retailers

- Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to

- One paid days leave every year to volunteer and support your community

- Ongoing training and development opportunities, allowing you to reach your full potential

What you'll be doing:

This is a brand new role, created specifically to lead the Resource Planning team, to help ensure that we know our internal and external customer demand for local, regional and national accounts.

You and your team will deliver accurate forecasts and proactively plan resourcing needs for customer contacts related to - service performance, invoicing, customer feedback, contract mobilisation and general enquiry contacts via phone, email, livechat, webform and other off phone channels.

In this role you will directly be responsible for creating and delivering a multi-site contact centre workforce strategy, forecasting for future customer demand using previous contact trends and working with stakeholders across the commercial waste collection business to gain an understanding of new business and changes to the operation or legislation that may change customer contact demands.

And by producing regular reports on resource utilisation and KPI performance, you will help manage the requirements within budget or assist with business cases where resource needs to increase to meet service level.

What we're looking for:
  • You must be able to work with a high level of autonomy in a fast-paced environment, with a creative, innovative and solution focussed approach
  • Previous senior Contact Centre Resource Planning Experience with a proven track record in a similar role, with strong leadership skills
  • Have the ability to meet targets and deadlines, with excellent communication skills to lead and motivate a growing and changing service operation
  • A continuous improvement mindset - to drive excellence, with a real can-do attitude, along with an open and honest approach, always leading by example.
If you don't meet all of our outlined requirements we'd still love for you to apply. If you feel that you'd be a great fit for this role and Veolia then we'd like to find out more about you.

What's next?

Apply today, so we can make a difference for generations to come.

We're proud to be listed in The Sunday Times Best Places to Work 2024, being named as a Top 10 Very Big Organisation to work for two years in a row

This accolade further demonstrates our commitment to our people and our actions in creating an environment where everyone can be their true selves and enjoy working at Veolia.

We want to ensure that you feel supported throughout the application process and provide reasonable adjustments where necessary and requested. If you require any reasonable adjustments as part of your application and interview process please do not hesitate to let us know.

Here at Veolia, we're proud to be known as an equal opportunities employer. We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. So no matter their age, gender, gender expression, disability, race, ethnicity, religion, belief, sexuality or veteran status, every applicant who meets the minimum requirements will be considered fully.

We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.

We therefore welcome and encourage all candidates who meet the minimum requirements to apply.

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