Demand Manager

Demand Manager page is loaded## Demand Manager locations:
United Kingdom, Warrington:
United Kingdom, Blantyre posted on:
Posted Yesterday time left to apply:
End Date:
January 23, 2026 (11 days left to apply) job requisition :
R-25525
*** 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
*** 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%.At Scottish Power, 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…