Forecasting & Planning Expert

Severn Trent; East Midlands; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

28 days holiday

Annual bonus £2,250

Family-friendly policies

Pension scheme with enhanced employer

Sharesave programme

Training and development via Academy

Electric vehicle scheme

Volunteer days

Job summary

Severn Trent is seeking a Forecasting Expert within the Workforce Planning & Optimisation Team to partner with the Contact Centre Operations. The role focuses on deep demand understanding, translating data into actionable forecasting models, and delivering insights to improve service metrics.

You will work with the Kraken model and adapt planning approaches to evolving processes and culture, contributing to both long- and short-term planning cycles.

Qualifications

• Forecasting and capacity planning in a contact centre or resource planning environment.
• Ability to translate complex data into actionable insight for non-technical stakeholders.
• Proven track record influencing stakeholders to deliver operational improvements.

Responsibilities

• Forecast and understand demand arriving into the Contact Centre; collaborate with teams to forecast needs.
• Extract, interpret and manipulate data from multiple systems to build enhanced forecasting models.
• Provide robust forecast risk/opportunity insights with clear recommendations for long- and short-term planning.

Skills

Forecasting

Data analysis

Stakeholder management

Problem solving

Communication

Job description

LET’S CUT STRAIGHT TO IT

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here.

At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide for employee engagement, and we’re equally proud of our strong Glassdoor score — reflecting how much our people love working here.

Join us to make a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

LET’S TELL YOU MORE

We’re looking for a Forecasting Expert to join the Workforce Planning & Optimisation Team to partner the Contact Centre Operations team to ensure we have deep understanding of the demand arriving into our Contact Centre, driving understanding into customer behaviours which will support delivery of key service metrics.

You’ll do this by extracting and interpreting data from multiple systems and manipulating the information to provide enhanced forecasting models.

You’ll provide robust insight that shows forecast risk and opportunity, with clear recommendations on how this can be optimised, across both the long- and short-term planning cycles.

Working with our new Kraken model, you’ll be curious to understand our updated processes and culture, adapting future planning models to our new ways of working.

WHAT WE'RE LOOKING FOR

You’ll be comfortable working in a resource planning environment, particularly in forecasting and capacity planning.

Your analytical problem-solving skills and ability to translate complex data into insight that can be understood by non-technical stakeholders will be top notch!

Influencing stakeholders to deliver operational improvements is something you can demonstrate and feel confident that you can achieve in this role.

The right skills and experience are important. But if you have the right character, positivity, and a caring attitude we want to talk to you, too.

We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We want people who show up and get involved. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you?

HOW WE’LL REWARD AND CARE FOR YOU IN RETURN

Benefits

It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250.00, which is subject to eligibility)
• Family-friendly policies (including a year off fully paid maternity and adoption leave)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
• Dedicated training and development with our Academy
• Electric vehicle scheme and retail offers
• Two paid volunteering days per year