About this role
Job summary
Package Description: Turn workforce data into better patient care. Every day, IC24 services support thousands of patients who need urgent advice, treatment and care. Behind every successful NHS 111 call and urgent care interaction is a well-planned workforce that ensures the right people are in the right place at the right time. As a Workforce Planning Analyst, you'll play a critical role in helping us optimise workforce performance across our Integrated Urgent Care services. Using workforce management systems, advanced analytics and forecasting techniques, you'll provide the insight that helps our operational teams deliver safe, effective and responsive care.
Working closely with operational leaders, Business Intelligence, IT and clinical teams, you'll transform complex data into practical recommendations that improve scheduling, resource utilisation and service performance. This is more than a reporting role. It's an opportunity to influence how our services are staffed, support key operational decisions and help ensure patients receive the care they need, when they need it.
- What you'll be doing Optimising workforce planning systems Maintain and develop workforce management tools, ensuring forecasting, scheduling, dashboards and reporting functions are accurate, relevant and delivering maximum value to the business.
Main duties of the job
- As a Workforce Planning Analyst, you'll optimise workforce performance across Integrated Urgent Care services by using management systems, analytics, and forecasting techniques.
- You'll transform complex data into practical recommendations, working closely with various teams, to improve scheduling, resource utilisation, and service performance.
- This role allows you to influence operational staffing and decisions, ensuring patients receive timely care.
- You'll maintain workforce tools, analyse data for insights, support forecasting, improve scheduling, and enhance reporting.
- Strong analytical skills, Excel proficiency, and experience with workforce systems are key.
- Experience in contact centres, especially NHS 111 or urgent care services, is valued.
About us
Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care, and urgent care services to over six million patients across the UK. IC24's mission is to support patients in accessing the care they need promptly and safely. IC24 values workforce planning as a crucial component of delivering responsive services, leveraging data, analytics, and expertise to improve patient care and operational performance. IC24 offers opportunities for professional growth, inclusive wellbeing benefits, and encourages applications from under-represented groups, fostering an inclusive environment.
Job description
Job responsibilities
Package Description
- Turn workforce data into better patient care.
- This is more than a reporting role.
What you'll be doing
- Optimising workforce planning systemsMaintain and develop workforce management tools, ensuring forecasting, scheduling, dashboards and reporting functions are accurate, relevant and delivering maximum value to the business.
- Turning data into insightAnalyse workforce, operational and performance data to identify trends, opportunities and risks, providing actionable recommendations that support service delivery and operational decision-making.
- Supporting workforce forecastingWork with workforce planning methodologies and data models to support short, medium and long-term resource planning across our contact centre operations.
- Improving schedules and resource utilisationHelp optimise staffing levels through effective scheduling, look-ahead planning, annual leave management, overtime forecasting and resource allocation activities.
- Driving reporting improvementsDevelop and enhance reporting processes, dashboards and analytical tools that provide clear visibility of workforce performance and operational effectiveness.
- Acting as a workforce planning expertDevelop expertise in workforce management systems, including becoming a super-user for planning and scheduling platforms, helping stakeholders maximise system capability and performance.
- Supporting continuous improvementIdentify opportunities to automate processes, improve reporting accuracy and streamline workforce planning activities as part of our wider quality improvement programme.
- Building strong operational relationshipsWork collaboratively with operational, clinical, BI and IT colleagues, ensuring workforce plans and recommendations support service objectives and patient outcomes.
- Who this role suitsThis role is ideal for an analytically-minded workforce planning professional who enjoys using data to solve operational challenges and influence decision-making.
You'll thrive in this role if you:
- Have experience working within workforce planning, resource planning, scheduling or contact centre operations.
- Have experience using workforce management systems, ideally including NICE IEX.
- Are highly proficient in Excel and confident manipulating large data sets to uncover meaningful insights.
- Can translate complex information into clear, actionable recommendations. Have strong analytical and problem-solving skills with excellent attention to detail.
- Understand forecasting, scheduling and workforce planning methodologies.
- Are comfortable working with a variety of stakeholders and influencing decisions through data and evidence.
- Enjoy identifying opportunities for improvement and helping teams work more effectively.
We'd be particularly interested if you also have:
- Experience within a 24/7 contact centre environment.
- Experience of rota production and workforce scheduling.
- Experience within healthcare, NHS 111 or urgent care services.
- Knowledge of workforce optimisation and planning best practice.
Who are we? Integrated Care 24 (IC24) is a leading not-for-profit social enterprise providing NHS 111, GP Out of Hours, primary care and urgent care services to more than six million patients across the UK. Every day, our people help patients access the care they need, when they need it most.
Why IC24?At IC24, workforce planning isn't just about numbers. It's about making sure patients can access safe, responsive care whenever they need it.In this role, you'll be at the centre of operational decision-making, using data, analytics and workforce planning expertise to influence how services are delivered and improved. You'll work with talented colleagues across the organisation and have the opportunity to make a visible impact on both operational performance and patient care.
Let's be honest about the roleThis is a fast-paced analytical role where priorities can change quickly in response to patient demand and operational requirements. You'll regularly be required to:
- Analyse large volumes of workforce and operational data.
- Balance multiple competing priorities and deadlines.
- Challenge assumptions and identify opportunities for improvement.
- Communicate complex information to stakeholders with varying levels of technical understanding.
- Work accurately and efficiently in a busy operational environment.
What can't easily be taught is curiosity, attention to detail, commercial awareness and the ability to turn data into practical solutions.
What's in it for you?
- Annual salary of £35,613
- Opportunity to join the NHS Pension Scheme
- 6.6 weeks annual leave per year
- Enhanced family leave provisions
- Inclusive wellbeing benefits
- Employee Assistance Programme including free 24/7 independent counselling and occupational health support
- Professional development opportunities
- Free membership to our reward and discount platform
- Access to Blue Light Card and other NHS discount schemes
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, satisfactory references and completion of a basic DBS check.
QualificationsYou'll be educated to degree level or able to demonstrate equivalent experience. You'll also possess excellent IT skills, advanced Excel capability and a strong understanding of workforce planning systems, data analysis and reporting.
We celebrate brave ideas and brave people
We have a duty to safeguard, protect and promote the welfare of those who use our services and our employees. This means we take every step we can to protect from harm, abuse and damage.We're committed to providing equal opportunities for all and encourage applications from ethnic minorities, those with disabilities, LGBTQ+ communities, neurodiverse individuals and other under-represented groups. We're dedicated to creating an inclusive environment where everyone feels they belong.If you need any workplace adjustments during the application or interview process, please contact the recruitment team.
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Person Specification
Qualifications
Essential
- You'll be educated to degree level or able to demonstrate equivalent experience.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Integrated Care 24 Ltd
Address
IC24
Norfolk
NR7 0WF
United Kingdom
Employer's website
https://careers.ic24.org.uk/ (Opens in a new tab)