Demand Manager

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

This role is in our Metering team, our team is responsible for installing, maintaining and managing meters to make sure customers are billed correctly and energy usage patterns are monitored. We leverage our industry expertise and data insight capabilities to create solutions that fit the needs of our customers across the Group.

What will you be doing?

We’re looking for a proactive and commercially minded Demand Manager to drive the customer demand and appointment volumes needed to maximise engineer utilisation and support strong operational performance across our Smart Metering operation.

Working closely with Scottish Power and internal operational teams, you’ll play a key role in ensuring our engineers have the right volume of work, in the right locations and at the right time. You’ll use forecasting, booking data and operational insight to understand where demand is strong, where gaps are emerging and where action is needed to maintain performance.

A key part of the role will be influencing client activity and customer appointment generation. Where booking volumes or demand fall below operational requirements, you’ll work collaboratively with Scottish Power, Campaign Management and Customer Interaction teams to identify opportunities, strengthen booking pipelines and put targeted plans in place.

You’ll also connect customer demand with operational capacity, ensuring appointment generation supports engineer availability, regional requirements and contractual commitments. By spotting trends early and turning insight into action, you’ll help reduce gaps in engineers’ schedules and make sure available operational capacity is used effectively.

Your responsibilities will include:

• Taking ownership of demand planning and appointment generation, ensuring sufficient customer bookings are available to support operational requirements.
• Maximising engineer utilisation by aligning customer demand and appointment volumes with available engineering capacity.
• Acting as a key point of contact for Scottish Power on demand, forecasting, appointment volumes and booking performance.
• Influencing client activity to drive the level and mix of customer appointments required to support operational delivery.
• Forecasting customer appointment volumes across regions and time periods, identifying where demand may not meet operational capacity.
• Monitoring booking pipelines, customer demand and operational performance to identify emerging risks, gaps and opportunities.
• Developing and implementing demand recovery and improvement plans where appointment volumes are below required levels.
• Working closely with Campaign Management and Customer Interaction teams to improve booking conversion and increase appointment generation.
• Coordinating demand-shaping activity to address regional and seasonal fluctuations and ensure work is available where engineering capacity exists.
• Using data, trends and performance insight to understand the relationship between appointment volumes, engineer capacity and operational performance.
• Identifying opportunities to reduce scheduling gaps and improve the productive utilisation of our engineering workforce.
• Ensuring appointment volumes support contractual commitments, customer expectations and operational delivery plans.
• Providing clear performance insight and recommendations to internal teams and client stakeholders, turning data into practical actions.
• Supporting mobilisation, growth and future business planning by forecasting demand requirements and identifying potential capacity or demand risks.
• Driving continuous improvement across demand planning, appointment generation and engineer utilisation.

What you’ll bring

You’ll bring strong forecasting and planning expertise together with a commercial and operational mindset. You’ll understand that effective demand management isn’t simply about producing forecasts. It’s about making sure there is enough work available to utilise engineering capacity effectively and deliver against operational and contractual expectations.

You’ll be confident interpreting operational and booking data, identifying where performance is moving away from plan and translating that insight into clear actions. Just as importantly, you’ll be comfortable challenging and influencing stakeholders, working collaboratively with clients and internal teams to increase customer demand and appointment volumes where required.

You’ll thrive in a fast-moving operational environment where priorities can change and where balancing customer demand, engineering capacity and client requirements is critical to overall performance.

Essential

• Experience in demand planning, workforce planning, scheduling, forecasting or a similar operational environment.
• Strong understanding of how customer demand, appointment volumes and workforce capacity affect operational performance.
• Experience using data and forecasting to identify demand gaps and develop actions to improve performance.
• Proven ability to influence stakeholders and drive activity, particularly where performance or demand is below plan.
• Strong stakeholder management and relationship-building skills.
• Experience working within utilities, field services or another operationally focused environment.
• Strong analytical skills with the ability to turn complex data into clear operational insight and recommendations.
• A proactive approach to problem-solving, with the confidence to identify risks early and take ownership of improvement activity.

Desirable

• Smart metering industry knowledge.
• Experience working with energy suppliers, including Scottish Power.
• Experience of customer appointment generation, campaign activity or booking performance.
• Knowledge of appointment booking platforms and CRM systems.
• Understanding of engineer utilisation, field workforce capacity planning or operational productivity.

What’s in it for you?  

We offer a range of benefits designed to support your life in and out of work, some of which include;

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year 
• Employee assistance programme 
• My Rewards portal, access to 1000’s of retail discounts 
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave  
• Reward and recognition scheme 

In addition, this role offers; 

• 25 days plus bank holidays
• Competitive Salary

About us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. 

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. 

For certain roles, successful candidates will be subject to 3 rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.

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