🌍 London, Hybrid

⭐️ Our Perks

Values-driven culture – we’re really proud of our culture. 

🙌 Drive your own experience 

• Personalised Learning and Development Budget
• Hybrid working hours – Each team has their own Smart Working Charter that empowers you to do your work in the best way you can
• Technology – Your choice of Mac or Windows

✨ Empowering you to be your most authentic self 

• 25 Holiday Days + your local bank holidays
• 1 Birthday day – it only happens once a year!
• 3 So Giving Days - spend these days giving back to your chosen cause
• Religious Celebrations Leave
•  Mental Healthcare – Sessions with Unmind
• Enhanced Family Leave

So Energy

Who we are

So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 350,000 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 want to do the best we can for our customers, each other, and our planet, so we’ve created a workplace that's encouraging, supportive, and offers the opportunity for growth. As a company, we live by six core values that guide everything we do:

• Clear
• Honest
• Ambitious
• Inquisitive
• Caring
• Sustainable

The Role

Resource Analyst at SO ENERGY

Reporting into our Head of Resourcing 👋, we’re looking for a talented Resource Analyst to join the team. 

As a Resource Analyst, you will work closely with Heads of Customer Operations to help shape the resource strategy within Care, and other operations. You will be responsible for keeping a keen eye on customer behaviour, and being able to forecast incoming volumes, and deliver an core strategy to support customers and agents. You will work with 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 Resource to help shape the future of customer experience from understanding key trends and behaviours in Workforce Planning and forecasting

What you’ll be getting up to:

· Own the resource strategy within Care

· Scope weekly delivery, 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

· Communication of global intraday and scheduling guidelines to appropriate stakeholders

· Develop clear reporting to monitor customer contacts, and to explain current movement, and forecasted movement, supporting the Head of Resource to implement long term strategies

· Work with the Real Time team/dialler to enforce real time adherence, and scope 3rd party support in advance of intra day

· 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 or impact negatively in 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

· Report on metrics such as adherence & shrinkage

· Create and optimize schedules, allocating time for training, meetings, coaching etc. based on interval level staffing needs

· Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

· Open and close lines, change routing profiles and agent skill sets in AWS & Freshdesk, and other tools we may use

· Add and remove users from the WFM tool

· 2nd line holiday and absence approval, holding individuals to account on clear thresholds, and not allowing those thresholds to be breached

· Generate ideas for process and service improvement planning

· Assist with projects and other duties as requested or assigned

· Monitoring tickets volumes & assigning tickets to 3rd party teams

· Support on Workforce planning activities including but not limited to:

Contact forecasting

Workforce planning

Resource forecasting

This role will be a great fit if:

• Ability to create reports in Excel
• Attention to detail and high level of accuracy
• Ability to take initiative
• Flexible team player with a positive attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Organized with the ability to quickly and effectively adapt to change
• Excellent attendance record
• Able to communicate professionally - oral and written
• Problem solving skills

Research shows that some people are less likely to apply for a role unless they are 100% qualified. Your experience, skills and passion will set you apart so tell us about your achievements, irrespective of whether they are personal or work-related, tell us about your journey, and about what you learnt.

So, if this role excites you, don’t let our role description hold you back, get applying!

Support – If you have a medical condition or an individual need for an adjustment to our process, and you believe this may affect your ability to be at your best – please let us know so we can talk about how we can best support you and make any adjustments that may be needed.

Our Values

We look for people who share our values and can add to our culture. Values are shared beliefs that guide our decision-making, culture is how we function as a group and how we live our values as individuals.

Clear - The energy industry can be pretty complex so we strive to provide clear communication to our customers and colleagues

Honest - Transparency is key, Whether that's providing clear bills to our customers or trusting our staff to do the right thing.

Ambitious - All of us are ambitious about the future of So Energy and what we can contribute to it.

Inquisitive - We are also questioning the Status Quo to see if there is a better way to do things for our customers

Caring - We care about the work we are doing, our customers and our colleagues
Sustainable - As a renewable energy company we are providing sustainable products but we also care about sustainable careers. That's why learning and continuous development is so important to us.

Diversity, Equity, Inclusion & Belonging

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 not just into our values but throughout our entire culture.