Workforce Planning & Scheduling Manager

IMSERV is one of the UK’s leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software.

The purpose of this role is to own and optimise the end-to-end booking, planning and scheduling function, ensuring customer demand is translated into efficient, high-utilisation delivery across all booking channels, including EXL, dialler-led volume booking and bespoke complex metering projects.

The role balances long-term strategic planning and continuous improvement with strong day-to-day operational control, maximising capacity utilisation while delivering an effortless, transparent and reliable customer experience. Through data-led decision making, stakeholder alignment and channel innovation, the role drives sustained improvements in productivity, cost-to-serve and customer outcomes.

• Own the end-to-end booking, planning and scheduling strategy across all booking channels, including EXL (Outsourced Partner)
  -managed channels, dialler-led volume booking and bespoke complex metering project bookings.
• Lead and develop booking, scheduling and planning teams across dialler operations and complex project meter booking and planning teams.
• Translate business strategy, commercial priorities and customer demand into channel-specific booking and scheduling models, ensuring the right approach for high-volume, low-complexity work and bespoke, high-complexity projects.
• Act as the interface between key stakeholders including on & offshore booking/planning teams, customer operations, field delivery, commercial teams and senior leadership.
• Monitor live performance across all channels, taking corrective action to maximise utilisation, protect service levels and maintain appointment reliability across the funnel.
• Optimise appointment availability, slot utilisation and workload distribution across standard, volume and bespoke work types to reduce inefficiency, cancellations and rework.
• Ensure customer commitments are met consistently across advisor-led and project-based bookings, minimising disruption and avoidable failure demand.
• Use data, insight and operational learning to continuously refine demand forecasting, capacity planning, scheduling logic and contact strategies, including dialler performance and booking conversion.
• Define and track KPIs/SLAs across booking channels, dialler performance and bespoke project bookings, including utilisation, conversion, lead times and completion rates.
• Identify systemic constraints and root causes of failure across the end-to-end booking-to-completion journey, including complex metering projects.
• Deliver clear, actionable reporting highlighting risks, opportunities and experience-led improvements.

• Experience of managing high volume scheduling.
• Experience in speaking to customers and having an assertive conversation regarding arrears on their account
• Good communication skills, both written and verbal with an ability to liaise with people at all levels.
• Excellent attention to detail.
• Have a pragmatic approach to problem solving using initiative and tenacity to succeed.
• Ability to be adaptive in a team where responsibilities and process frequently change.
• 28 days annual leave plus Bank Holidays
• Annual leave Buy & Sell scheme
• Enhanced Salary Sacrifice Pension Contributions
• Life Assurance up to 6 X Base Salary*
• Simply health – Healthcare plan (Upgrades available)
• Car Salary Sacrifice Scheme*

(
* Length of service & T&Cs apply)

Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UK’s leading and growing energy data collection and meter operations service provider.

Diversity and inclusion have long been at the heart of IMSERV’s success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity, and we are keen to encourage applications from as inclusive a group as possible.

We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership.

These are the key drivers of our business, that our customers really look to us for.

(Please note that we reserve the right to close this position before the expiry date)