Demand Manager

Scottish Power Ltd; Warrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading energy provider in the United Kingdom seeks a skilled Demand Manager to drive contact forecasting and demand management initiatives. The role involves designing KPIs, analyzing demand drivers, and collaborating with stakeholders to optimize customer contact processes. Ideal candidates will possess strong analytical skills, leadership qualities, and a solid grasp of contact center metrics. The position offers a competitive salary and comprehensive benefits aimed at enhancing employee wellbeing and professional growth.

Benefits

36 days annual leave

Holiday Purchase

Share Schemes

Healthcare benefits

Electric Vehicle Schemes

Cycle to Work scheme

Life Assurance

Qualifications

• Proven competency in contact center forecasting and demand.
• Strong analytical skills to handle large data sets.
• Understanding of contact center performance metrics.

Responsibilities

• Design and manage demand model and KPIs.
• Drive initiatives for demand reduction.
• Conduct comprehensive impact assessments on contact demand.

Skills

Leadership skills

Analytical skills

Communication skills

Financial acumen

Negotiation skills

Job description

PLEASE NOTE THIS ADVERT CLOSES THE DAY BEFORE ANY AUTOMATED DATE SHOWN – PLEASE REFER TO THE CLOSING DATE IN THE BODY OF THE ADVERT

Location Blantyre / Warrington

Salary from £44,695 + 10% bonus

Closing Date Thu 22nd January

Help us create a better future, quicker

You’ll act as the key liaison between the Operational Planning team and all internal and external stakeholders managing all factors that may influence customer contact demand. Ensuring all elements are thoroughly identified, comprehended, and properly integrated into the contact centre’s operational planning processes.

Managing the effective flow of communication and the systematic collection of information pertaining to all demand drivers. With accountability for overseeing the analysis of relevant data, supporting accurate forecasting variables. Additionally, forecast information is disseminated to outsource partners in a timely manner, supporting the achievement of Average Speed of Answer (ASA) targets.

What You’ll Be Doing

Design, build and manage a tailored demand model, with development of Key Performance Indicators (KPIs) that capture all relevant demand factors to drive contact reductions. These KPIs must be tracked on a regular basis, with Early Warning Indicators (EWIs) implemented where necessary.

Demand governance, co-ordinating/driving initiatives to reduce demand to support delivery to budget, reduction in metrics such as repeats & transfers and overall improve customer experience (covers email, chat and voice).

Development and introduction of new processes and cost-saving measures aimed at maintaining service level delivery at optimal efficiency, even during periods of fluctuating demand.

Manage all internal and external stakeholders regarding any planned activities, campaigns, or changes that could affect customer demand. Acting as a key signatory and approver for these activities and any others that have the potential to alter contact demand.

Delivery of impact analysis as required, utilising scenario modelling techniques. This includes the application of standard regression, correlation, and other statistical models to produce robust outputs, clearly highlighting key business impacts.

Working together, the team conducts comprehensive end-to-end impact assessments of any changes in contact demand forecasts. This process ensures full insights and recommendations are provided to manage these changes in the most efficient and cost-effective manner.

What You’ll Bring

Proven competency in the key dynamics of contact centre forecasting and demand. With effective leadership and communications skills to influence internal and external stakeholders. The ability to understand complexity quickly and make decisions with confidence and clarity.

Good financial acumen to analyse and interpret complex data variables. With an understanding of process control metrics and in-depth knowledge of contact centre performance metrics. Experience of managing change initiatives across multiple sites and multiple cultures.

To be considered further

You’ll bring strong analytical skills with ability to extrapolate large quantities of data. Proven ability to negotiate and prioritise work type at Director level. Knowledge of the end-to-end energy value chain, and associated processes with strong risk awareness and management.

What’s In It For You

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

Benefits

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow. That’s why our benefits include:

• 36 days annual leave
• Holiday Purchase – perfect your work/life balance with extra annual leave
• Share Schemes
• Payroll Giving and Charity Matched Funding
• Technology Vouchers – save more and spread the cost of your technology purchases
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and Public Transport Season Ticket Loans
• Healthcare benefit options including: Dental Insurance, Private Medical Insurance, Health Cash Plan and annual Health Assessments
• Life Assurance (4x salary)
• Access to Savesmart financial wellbeing support
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why ScottishPower

ScottishPower is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. With a commitment to generate all of our energy from renewable resources and a drive to create the energy infrastructure of the future, we’re at the forefront of the journey to Net Zero and investing over £6m every working day to make this happen. With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

ScottishPower is committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support.

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.

IMPORTANT

Advert will close at 23:59 GMT the day before Job Posting End Date below: January-23-2026.