Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.
Role Summary:
This is the role that gives Customer Operations the planning and control layer it doesn’t have today. The Resource & Planning Manager owns workforce forecasting, planning and intraday management for the UK – making sure we have the right people, in the right place, at the right time to meet SLA and deliver for our customers.
It is a hands-on, self-starting role. In the short to medium term you will build the planning engine yourself – in Excel, Salesforce and other manual data sources – while we introduce dedicated workforce management (WFM) tooling. You will move the operation from reactive firefighting to forward-looking, insight-led planning, partner closely with Finance on budget versus actual spend, and create the standards the model will later scale on across France and Spain.
What this role is really about
- A self-starter. Comfortable building the planning capability from the ground up, without waiting for perfect tooling.
- A forecasting & planning owner. Turns demand, workload and shrinkage into clear resource plans and FTE requirements.
- Hands-on with data. Fluent in Excel and Salesforce today; ready to lead the move to dedicated WFM tooling tomorrow.
- A finance partner. Keeps resource plans aligned to budget and explains forecast versus actual with confidence.
- A risk-spotter. Flags SLA and capacity risk early, so the operation plans ahead instead of recovering.
Key accountabilities
1. Forecasting & capacity planning
- Build and maintain demand forecasts, and convert workload into clear FTE requirements.
- Model capacity against demand, shrinkage, absence, overtime and backlog exposure.
- Produce planning recommendations and scenarios that give leadership clear, early choices.
2. Intraday & short-term service management
- Manage intraday capacity and short-term service risk, reallocating resource to protect SLA.
- Track sickness, shrinkage, holiday and overtime impact, and act before service deteriorates.
- Support leave approvals and denials based on real operational capacity.
3. Reporting, insight & KPI standardisation
- Own operational reporting (daily, weekly, monthly) and build trusted, role-specific views for ELT, managers, team leaders and individuals.
- Standardise KPI definitions and the logic behind them, so the operation works from one version of the truth.
- Turn data into early-warning insight, not after-the-fact explanation.
4. Finance partnership & budget control
- Work closely with Finance to align workforce assumptions to cost and budget.
- Track and explain budget versus actual spend, headcount and overtime, month on month.
- Improve forecast accuracy and keep resource cost visible and controlled.
5. Tools & data – Excel today, WFM tomorrow
- Run planning hands-on in Excel, Salesforce and other manual data sources in the short to medium term.
- Lead the selection, implementation and embedding of dedicated WFM tooling as it is introduced.
- Improve data accessibility and consistency as tooling matures (e.g. Power BI / BI dashboards).
6. Operational control & scaling
- Move the UK operation from reactive recovery to forward-looking, planned control.
- Create repeatable planning standards, methods and governance that others can follow.
- Build a stable, documented UK foundation that can scale into France and Spain.
What success looks like
In this role, you will have made the following true:
- Resourcing and SLA risks are flagged early – and acted on before they become backlog.
- Backlog, reactive overtime and firefighting reduce materially.
- Forecasts are trusted and accurate, with a clear view of forecast versus actual.
- Reporting and KPIs are standardised, and decisions are made from one version of the truth.
- Finance has clear, month-on-month visibility of resource cost against budget.
- WFM tooling is selected and embedded, reducing manual effort and improving accuracy.
- The UK model is stable and documented, ready to scale to France and Spain.
Knowledge, skills, experience & qualifications
Essential
- Strong workforce management (WFM) / resource planning background in a customer operations or contact-centre environment.
- Proven expertise in forecasting and capacity planning – translating demand and workload into FTE requirements.
- A genuine self-starter who can build capability from scratch and operate with autonomy.
- Advanced Excel and data-modelling skills – able to build and run the planning engine yourself.
- Strong Salesforce operational understanding, and comfort working across multiple manual data sources.
- Solid command of operational metrics – SLA, shrinkage, occupancy, productivity and handling time.
- Experience managing intraday and short-term service risk.
- Confident Finance partnership – budget versus actual, headcount and cost alignment.
- Clear communicator who can turn data into insight for technical and non-technical audiences.
- Comfortable owning UK operations and prioritising calmly under pressure.
Desirable
- Experience selecting, implementing or embedding WFM tooling.
- Power BI (or equivalent BI platform) capability for dashboarding and reporting.
- Experience standardising reporting and KPI logic across teams or markets.
- Experience supporting multi-country / international operations (e.g. France, Spain).
- Knowledge of change-impact assessment and operational readiness.
How you work
- Self-starting – you build it, you don’t wait for it.
- Proactive – you see risk early and plan around it.
- Hands-on and pragmatic – happy in the detail and the data.
- Commercially minded – you connect planning to cost and customer outcomes.
- Calm under pressure – you bring control to a reactive environment.
What we offer:
As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
Wellness fund or Private Medical Insurance (dependent upon role)
Pension
Life Assurance x 3
25 days holiday plus 8 Bank Holidays
Ongoing continual professional development (CPD)
Holiday purchase Scheme up to 5 days
1 paid and 1 unpaid volunteering day
24/7 and 365 Days Employee Assistance Programme
Team and company offsite events
Specsavers eye care voucher
Free Tea, Coffee and fruit every week – Basingstoke office
