The CS Recontracts and Acquisition team service customers who want to upgrade or express a desire to leave our network as well as customers who want to join VM02.  We work with both in house and partner teams; ensuring that the partnership delivers the required outcomes within the agreed contractual and financial framework.

The planning element of the role will support our voice trading teams. The planning team will help identify and co-ordinate plans across the estate to minimise any capacity risks maximising skills in an agile environment.

About the role

The role holder will be accountable for working with our planning teams to ensure optimal advisor capacity is achieved for all areas.  Along with identifying with the Partner relationship leads with their capacity challenges whilst proposing solutions around recruitment, headcount, and resource optimisation.   Through an agreed governance approach ensure a clear understating of all current and future commercial impacts of changes in the resource plan with any risks managed and escalated appropriately.

They will look at future forecasts to identify risks to agreed SLA and track resource requirements against financial budgets

They will work with the Telefónica UK Business Continuity Manager to ensure that the Recontract and Acquisition elements of the CS Business Continuity plans and processes are robust, up to date and comply with the ISO23001 standard and these plans are fully tested

Key Responsibilities

Channel Capacity Optimisation

• Work closely with the wider performance and execution team to ensure the commercial objectives are deliverable within current and future capacity plans
• Assess resource with VMO2 & Partner leads to make recommendation for recruitment / attrition back-fill.
• Review any assumptions in the business plan for shrinkage, TCHT, FTE are accurate, including any changes to the assumptions because of change requests submitted by either party (TEF or Capita)
• Review ongoing assumptions for chargeable change, ensuring forecast and resource reflects actual requirement
• Working with the operational areas to measure performance contractual v planned v actual  capacity metrics

Support Tactical Planning

• Support the weekly planning calls between partners; make suggestions for short-term tactical movements – shift slides, moving people between days to cover hotspots
• Identify and recommend any overtime requirement

Business Continuity

• To act with and on behalf of the Customer Service Business continuity owner to identify emerging BC risks in recontract and Acquisition.
• To regularly review the current and new BC risks to the Business Unit, in accordance with the risk policy.
• Analyse BC risks within the compass of TUK BCM, to complete a BIA, Risk Assessment and other associated documents set out in the BC Framework document.
• Where the analysis requires, ensure BC Plans are created and maintained.
• To ensure appropriate tests and exercises are performed on all BC Plans

Finance

• Ensure feed into Partner Commercial lead and Finance to ensure any impact of changes to the assumptions is reflected in the CS budgetary planning process

What We Need from You:

Essential Skills:

• Planning both in the moment and future
• Organisation
• Tactical awareness
• Ability to grow and maintain working relationships
• Able to implement and manage a strong governance framework to ensure all appropriate areas of Telefónica UK are engaged as appropriate

We’ll be sending you emails about the status of your application. To make sure you receive these, please add @O2.com and @telefonica.com to your Safe Senders list.

We’re looking to pay a great compensation package (depending on experience) for this position. We also offer plenty of extras to sweeten the deal, which could include things like bonuses, life assurance cover, health care and lots of flexible benefits.  

Also, every employee has their personal development supported with a LinkedIn learning account; plus other role specific learning available through our award-winning digital learning platform - O2 Campus. 

We also believe a great work-life balance is important, so we’re open to considering flexible working arrangements. Like to know more, feel free to raise it.  

Join us and we’ll encourage you to be bold every day. So take a deep breath, your career is about to go to exciting new places. 

If you have any questions around the role then please email ResourceTUK@o2.com who will be happy to help.