Workforce Planning Lead - Chester Customer Services

At M&S, exceptional customer service starts with having the right people in the right place at the right time.

As Workforce Planning Lead, you will lead our Forecasting, Scheduling and Real Time teams to deliver effective workforce planning across our in-house and outsourced Customer Services operations. Working closely with key stakeholders and third-party partners, you will ensure accurate forecasting, resource optimisation and service delivery performance, whilst maintaining robust operational plans that support both customer experience and business objectives.

To stay close to our customers and colleagues, our support teams are in the office for at least three days a week as we believe that skills are developed through collaboration, and that spending time together makes us more creative and connected.