Head of Workforce Planning

Integrated Care 24; Norwich; On-site; GBP 54,000 - 66,000; Full time

Benefits offered by this job

NHS Pension Scheme

6.6 weeks annual leave

Enhanced family leave and pay

Wellbeing benefits

Employee Assistance Programme 24/7

Professional development opportunities

Discount platform access

NHS Discount Schemes

Job summary

Integrated Care 24 (IC24) is seeking a Head of Workforce Planning to lead the strategic direction of workforce planning across NHS 111 and urgent care services. You will shape demand forecasts, capacity planning and financial assumptions to support safe service delivery.

You will provide expert workforce intelligence to senior leaders, lead long-term and scenario planning, and oversee governance and a high-performing team across multiple services, with a focus on continuous improvement and

Qualifications

• Degree level education or equivalent senior-level experience in workforce planning.
• Experience leading workforce planning in complex, multi-site or 24/7 environments.
• Strong analytical skills with ability to translate data into strategy.

Responsibilities

• Lead and own the divisional workforce planning strategy aligned with objectives and demand.
• Translate demand, activity and financial data into practical workforce plans.
• Provide strategic insight to senior leaders with evidence-based recommendations.
• Oversee long, medium and short-term forecasting and capacity modelling.
• Establish governance and planning controls to support delivery and accountability.
• Lead a high-performing team and develop talent within Workforce Planning.

Skills

Leadership

Workforce planning

Forecasting

Analytics

Stakeholder management

Healthcare experience

Education

Bachelor's degree or equivalent

Tools

Quinyx

Job description

Shape the workforce behind the care millions of patients rely on. Every day, IC24 services support patients who need urgent advice, treatment and care. Behind every successful NHS 111 call, clinical assessment and urgent care service is a workforce plan that ensures the right people are in the right place at the right time. As our Head of Workforce Planning, you will lead the strategic direction of workforce planning across our Integrated Urgent Care services, helping us balance patient demand, workforce capacity and financial sustainability. This is a high-impact leadership role where your insight and expertise will directly influence service delivery, operational performance and patient outcomes. Working alongside divisional leaders, Finance, People and operational teams, you'll provide expert workforce intelligence, challenge assumptions, develop robust forecasting models and ensure our services have the workforce capacity required to deliver safe, high-quality care. This is more than a workforce planning role. It's an opportunity to shape the future of how we deliver urgent healthcare services across the communities we serve.

What you’ll be doing

• Leading workforce planning strategyDevelop and own the divisional workforce planning strategy, ensuring it aligns with business objectives, commissioner requirements, operational demand and financial plans.
• Turning data into decisionsTranslate demand forecasts, activity trends, workforce intelligence and financial assumptions into practical workforce plans and recommendations that support safe service delivery.
• Providing strategic insightAct as a trusted adviser to senior leaders, providing workforce expertise, constructive challenge and evidence-based recommendations that support strategic decision-making.
• Leading forecasting and modellingOversee long, medium and short-term workforce forecasting, scenario planning and capacity modelling across NHS 111, Clinical Assessment Services, Face-to-Face services and wider IUC operations.
• Driving governance and assuranceEstablish and maintain workforce planning standards, rota governance processes and planning controls that support operational delivery while maintaining accountability and oversight.
• Leading a high-performing teamProvide visible leadership to Workforce Planning Managers and Analysts, creating an inclusive, high-performing environment that develops talent and supports continuous improvement.
• Improving systems and analyticsLead the development and optimisation of workforce planning systems, reporting tools and analytical capabilities, including workforce management platforms such as Quinyx and associated technologies.
• Managing performance, risk and financeProvide assurance on workforce performance, capacity, affordability and risk while contributing to divisional productivity and financial improvement plans.

Who this role suits

This role is ideal for an experienced workforce planning leader who combines strategic thinking with strong analytical capability and a passion for improving services.

You’ll thrive in this role if you:

• Have significant senior-level experience in workforce planning, resource planning or a comparable analytical operational leadership role.
• Have led end-to-end workforce planning in complex, multi-site or 24/7 operational environments.
• Can confidently translate demand, workforce and financial data into practical workforce strategies and plans.
• Are experienced in leading organisational change, service improvement and high-performing teams.
• Have exceptional stakeholder management skills and are comfortable influencing senior leaders and providing constructive challenge.
• Possess advanced analytical and problem-solving skills with the ability to draw clear conclusions from complex information.
• Have strong knowledge of forecasting, demand and capacity planning, workforce productivity and roster governance.
• Are resilient, collaborative and committed to delivering high standards for both patients and colleagues.

We'd be particularly interested if you also have:

• Experience within NHS urgent care, healthcare contact centres or other regulated 24/7 service environments.
• Experience implementing or optimising workforce management systems such as Quinyx.
• Knowledge of NHS 111, Clinical Assessment Services and wider Integrated Urgent Care operations.

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 ensuring our services can continue delivering safe, responsive and effective care to patients when they need us most. In this role, you'll have the opportunity to shape workforce strategy at scale, influence senior operational decisions and lead a specialist team that plays a critical role in the success of our services. You'll join an organisation that values innovation, collaboration and continuous improvement while offering you the opportunity to make a lasting impact on healthcare delivery.

Let's be honest about the role

This is a senior leadership role operating within a complex, fast-paced healthcare environment. Success requires balancing competing priorities, challenging stakeholders when necessary and making strategic recommendations based on evidence and data. You'll regularly be required to:

• Make decisions with significant operational and financial implications.
• Manage competing priorities across multiple services and stakeholder groups.
• Navigate periods of organisational change and service transformation.
• Balance workforce affordability with patient demand and service performance.
• Lead teams through ambiguity while maintaining clear governance and accountability.

What can't easily be taught

What can't easily be taught is strategic judgement, resilience, leadership credibility and the ability to influence others through insight and expertise.

What's in it for you?

• Salary of £60,000
• Opportunity to join the NHS Pension Scheme
• 6.6 weeks annual leave per year
• Enhanced family leave (maternity, paternity and adoption leave and pay)
• Inclusive wellbeing benefits
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• 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, completion of a satisfactory standard DBS disclosure and references.

Qualifications

You will be educated to degree level or able to demonstrate equivalent senior-level experience and have evidence of ongoing professional development. A leadership or management qualification at Level 5 or above is desirable, alongside relevant experience in workforce planning, analytics or operational leadership.

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 are 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, or have accessibility requirements, please contact the recruitment team.