About the job

Job summary

Reporting to the Director for Finance, Planning & Performance (FP&P) and working to support activity throughout Customer Services Group (CSG), this is a key leadership role and part of the FP&P Senior Leadership Team (SLT) with specific responsibility for the transformation and delivery of industry leading forecasting and planning processes that enable us to deliver our Customer Charter and business purpose within a challenging cost envelope.

Job description

This role will also be key to the implementation of the Planning Standardisation Programme in CSG, that is focused on transforming the way that workforce planning is delivered within a centralised function.

The role holder will be responsible for leading a large team of planners, forecasters and real time managers, ensuring effective collaboration between teams and ultimate responsibility for all forecast demand requirements, ensuring resources are aligned to meet SLAs and KPIs. 

Working with the Planning Standardisation programme to land and oversee industry best practice including:

1.Long to short range operational demand forecasting;

2.Converting into supply forecasts which clearly articulate the skillset requirements, partnering with HR and Operations;

3.Translate into accurate and effective intra day plans

Supporting customer service, debt management and compliance teams which sit within CSG, operating across digital, post and phone channels on multiple systems

Person specification

Demonstrates a comprehensive understanding of key business drivers and exhibits commercial awareness to facilitate resource management effectively.

Displays proficient competencies in thought leadership, results-oriented approaches and effective people management to cultivate high-performance teams and work environments.

Possesses meticulous attention to detail, excellent organisational skills and time management abilities to manage and prioritise multiple responsibilities.

Exemplifies influential leadership, boasting established credibility and superior communication skills that instil confidence and trust, with established gravitas in their field of expertise.

Exhibits effective communication and interpersonal skills, enabling collaboration with a diverse array of internal and external stakeholders.

Excellent communication skills to break down complexities and present the information in a precise manner.

Maintains a strong customer focus, delivering in accordance with expectations and upholding high levels of service and product quality.

Excels at successfully leading complex projects while efficiently managing cross-functional resources.

Possesses an approachable and personable demeanour with a consultative attitude, capable of forging strong business partnerships.

Previously held senior planning roles within a complex multichannel business, with exposure to:

• Operational forecasting
• Operational capacity planning
• Intra day and real time management
• Workforce Management Software
• CRM and core contact centre technologies
• Transition and transformation
• Customer experience transformation
• Leadership and development
• Relationship & Stakeholder Management
• Budget and KPI management
• Digital transformation and change
• Operational excellence & continuous improvement
• Project implementation and delivery
• Intuitive insight decision making
• Business performance

Desirable Criteria:

AI forecasting and planning exposure is preferred but not essential but the Post Holder needs to be willing to lead its development.

Benefits

Alongside your salary of £75,000, HM Revenue and Customs contributes £29,700 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Selection Process Details can be found in the Candidate Pack which is attached below.

All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.