Short Team Planning & Onboarding Manager

Thames Water is seeking a Forecasting and Scheduling Lead to set the strategic direction for short term planning across Retail Services. In this hands‑on leadership role, you will guide the forecasting function, turning critical business drivers into accurate demand models and FTE forecasts for Retail Services, including the
Operations Service Centre. As a key partner to Finance, you will ensure robust OPEX forecasting and enable efficient, insight‑led workforce planning. This role will be instrumental in building an industry‑leading Forecasting and Planning capability that strengthens long‑term operational performance.

What you’ll be doing as the Short Team Planning & Onboarding Manager

Key Accountabilities

• Oversee governance and communication of the Revenue Manpower Plan, including weekly and monthly planning forums.
• Interpret complex driver models to support efficient resource planning and achieve best‑in‑class Cycle Time performance.
• Translate demand forecasts into detailed call and work item forecasts, producing effective people deployment plans.
• Lead the function responsible for forecasting customer demand and scheduling resources to meet service levels and optimise efficiency.
• Manage FTE governance and communication through regular planning forums.
• Convert forecasts into near‑ and medium‑term FTE profiles (up to 3 years), working closely with Finance to understand cost impacts.
• Contribute to PR24 and IBP planning to ensure alignment with future service demand.
• Analyse historical data and drivers to understand volume trends.
• Model seasonal impacts to identify peak and low‑volume periods.
• Evaluate volume, AHT, shrinkage and other drivers to produce accurate demand forecasts.
• Analyse attrition and provide recruitment recommendations to balance supply and demand.

Base Location: Hybrid - Walnut Court - SN2 8BN

Hours: 36 hours per week

What you should bring to the role: 

• Proven experience at a senior level within a Forecasting, Planning and Scheduling role.
• Significant amount of relevant experience, leading teams within both a contact centre and back-office environment.
• Unquestionable leadership skills.
• Exceptional forecasting skills.
• Customer centric career with evidenced experience and strong commercial acumen skills, knowledge of statistical techniques as well as current future trends in use of technology.
• Exemplary stakeholder engagement capability demonstrated.
• Industry standard planning and forecasting methodology.
• Advanced Excel modelling.

What’s in it for you? 

• A Competitive starting salary of £77,000 per annum.
• 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays)
• Car Allowance.
• Annual Bonus.
• Private Medical Health Care.
• Performance-related pay plan directly linked to company performance measures and targets.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world's water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.