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Civil Service Pension with an average employer contribution of 27%
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About the job
Job summary
Job description
This role will also be key to the implementation of the Planning Standardisation Programme in CSG, that is focused on transforming the way that workforce planning is delivered within a centralised function.
The role holder will be responsible for leading a large team of planners, forecasters and real time managers, ensuring effective collaboration between teams and ultimate responsibility for all forecast demand requirements, ensuring resources are aligned to meet SLAs and KPIs.
Working with the Planning Standardisation programme to land and oversee industry best practice including:
1.Long to short range operational demand forecasting;
2.Converting into supply forecasts which clearly articulate the skillset requirements, partnering with HR and Operations;
3.Translate into accurate and effective intra day plans
Supporting customer service, debt management and compliance teams which sit within CSG, operating across digital, post and phone channels on multiple systems
Person specification
Demonstrates a comprehensive understanding of key business drivers and exhibits commercial awareness to facilitate resource management effectively.
Displays proficient competencies in thought leadership, results-oriented approaches and effective people management to cultivate high-performance teams and work environments.
Possesses meticulous attention to detail, excellent organisational skills and time management abilities to manage and prioritise multiple responsibilities.
Exemplifies influential leadership, boasting established credibility and superior communication skills that instil confidence and trust, with established gravitas in their field of expertise.
Exhibits effective communication and interpersonal skills, enabling collaboration with a diverse array of internal and external stakeholders.
Excellent communication skills to break down complexities and present the information in a precise manner.
Maintains a strong customer focus, delivering in accordance with expectations and upholding high levels of service and product quality.
Excels at successfully leading complex projects while efficiently managing cross-functional resources.
Possesses an approachable and personable demeanour with a consultative attitude, capable of forging strong business partnerships.
Previously held senior planning roles within a complex multichannel business, with exposure to:
- Operational forecasting
- Operational capacity planning
- Intra day and real time management
- Workforce Management Software
- CRM and core contact centre technologies
- Transition and transformation
- Customer experience transformation
- Leadership and development
- Relationship & Stakeholder Management
- Budget and KPI management
- Digital transformation and change
- Operational excellence & continuous improvement
- Project implementation and delivery
- Intuitive insight decision making
- Business performance
Desirable Criteria:
AI forecasting and planning exposure is preferred but not essential but the Post Holder needs to be willing to lead its development.
Benefits
£20,250 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
Whatever your role, we take your career and development seriously, and want to enable you to build a successful career with the department and wider Civil Service.
It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and youll benefit from regular performance and development reviews to ensure this development is ongoing.
Things you need to know
Selection process details
Selection Process Details can be found in the Candidate Pack which is attached below.
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Feedback will only be provided if you attend an interview or assessment.
is the period of time a Senior Civil Servant is expected to remain in the same post to enable them
to deliver on the agreed key business outcomes. The assignment duration also supports your career through
building your depth of expertise.
As part of accepting this role you will be agreeing to the expected assignment duration set out above.
This will not result in a contractual change to your terms and conditions.
Please note this is an expectation only, it is not something which is written into your terms and
conditions or indeed which the employing organisation or you are bound by. It will depend on your
personal circumstances at a particular time and business needs, for example, would not preclude any
absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you
to confirm you agree to the assignment duration set out above.
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Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
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Contact point for applicants
Job contact :
- Name : Robert Gavin
- Email : scs.resourcing@hmrc.gov.uk
Recruitment team
- Email : scs.resourcing@hmrc.gov.uk