Our priority is to match the right person to the right role, and we never want salary to be a barrier to applying. Regardless of your current pay, we’ll ask about your salary expectations during the application process, and our Talent Team will have an open, honest conversation during the talent call to understand your skills and explore our salary options. If you have questions around salary, please feel free to ask us!
Salary Range: £57,000 - £66,000
Location: Chiswick, London - Hybrid
Sponsorship: We are unable to offer sponsorship for this role
As a Resource Planning Manager, you will work closely with Heads of Customer Operations to help shape the resource strategy across Customer 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 lead 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 CX to help shape the future of customer experience from understanding key trends and behaviours in Workforce Planning and forecasting.
Reporting to Jamie Mclellen, Head of Customer Experience
So Energy was created in 2015 because we knew energy suppliers could be better. Since then, we’ve grown rapidly but sustainably, with 300,000 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’re driven to do our best for our customers, for each other, and for our planet. That’s why we’ve built a workplace culture that’s supportive, empowering, inclusive, and full of opportunities to grow and make an impact.
At So Energy, we take pride in our values-driven culture. We live and breathe by our six core values that guide everything we do:
Clear
Honest
Ambitious
Inquisitive
Caring
Sustainable
Support performance delivery and planning, 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
Develop clear reporting to monitor customer contacts, and to explain current movement, and forecasted movement, supporting the Heads of Ops to implement long-term strategies
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 to or negatively impact the execution of planned productivity hours to meet SLAs
Create and optimise schedules, allocating time for training, meetings, coaching etc. based on interval-level staffing needs
Ensure consistent forecasting, planning, and performance processes are in place across the whole of Customer Operations.
Assist with projects and other duties as requested or assigned
Research shows that some underrepresented people are less likely to apply for a role unless they are 100% qualified. We believe your experience, skills, and passion will set you apart. We encourage you to apply and tell us about your journey, even if you don’t tick all the boxes.
Talent Screen - 20 minutes Teams call
Technical Interview with the Head of Customer Experience and Head of Resourcing
Final stage competency-based Interview with key stakeholders
APPLICATIONS CLOSE ON 31st of July 2026
Smart Working Charters
Growth & Development
Personalised learning & development budgets – to support your growth journey, L&D buddies to guide you along the way.
Internal learning platform – with thousands of valuable resources.
Pay & Reward
Up to 10% performance bonus – based on company and personal performance.
Annual Salary Reviews – to ensure we remain competitive in the market.
Commitment to being a real living wage provider.
Time Off That Matters
Your birthday off – it only comes once a year, so enjoy it!
3 So Giving Days – spend time supporting a cause you care about.
Enhanced family leave – supporting you through every life chapter.
Health & Wellbeing
Perkbox – Access to personalised coaching or therapy to support your mental wellbeing.
Physical Support – Free eye tests, flu vaccinations.
Access to Perkbox – Additional wellbeing & savings benefits.
Menopause Policy – To ensure all employees are being taken care off.
Belonging & Recognition
Affinity Groups – join one of our employee groups to foster meaningful connections.
Bi-annual Value Awards – because your hard work deserves recognition.
Monthly events – to find balance and bring our team together.
Charitable Fundraising – to give back to our communities.
As a Disability Confident Committed employer, we encourage applications from everyone, and we will ensure fair and accessible recruitment for all. 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 throughout our entire culture.
