Head of Workforce Planning

Integrated Care 24; Norwich; On-site; GBP 51,000 - 69,000; Full time

Benefits offered by this job

NHS Pension Scheme

6.6 weeks annual leave

Enhanced family leave (maternity, pat,

Employee Assistance Programme 24/7

Discount platform access

NHS Discount Schemes

Job summary

Integrated Care 24 (IC24) is a not-for-profit social enterprise delivering NHS 111, GP Out of Hours, primary care and urgent care across the UK. As Head of Workforce Planning you will set the strategic direction, balance patient demand with capacity and lead a high‑performing team to deliver safe, high‑quality care.

You will translate data into practical workforce plans, oversee forecasting and modelling, and work with senior leaders to ensure financial sustainability and effective service

Qualifications

• Educated to degree level with ongoing professional development.
• Evidence of senior-level experience in workforce planning.
• Leadership/management qualification at Level 5 or above desirable.
• Experience in NHS urgent care or regulated 24/7 environments is favourable.

Responsibilities

• Lead the divisional workforce planning strategy.
• Translate demand forecasts into practical workforce plans.
• Provide workforce expertise to senior leaders with evidence-based recommendations.
• Oversee long, medium and short-term forecasting and capacity modelling across NHS 111, Clinical Assessment Services, Face-to-Face services and wider IUC operations.
• Establish and maintain workforce planning standards, rota governance processes and planning controls.
• Lead Workforce Planning Managers and Analysts to develop talent and continuous improvement.
• Develop and optimise workforce planning systems and analytics, including Quinyx.
• Ensure performance, risk and affordability within divisional productivity and financial plans.

Skills

Senior workforce planning

Forecasting & modelling

Stakeholder management

Data analysis

Leadership

NHS / healthcare knowledge

Education

Degree level education

Tools

Quinyx

Job description

The following content displays a map of the jobs location - Reed House, Norwich

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 strategy
Develop and own the divisional workforce planning strategy, ensuring it aligns with business objectives, commissioner requirements, operational demand and financial plans.
Turning data into decisions
Translate demand forecasts, activity trends, workforce intelligence and financial assumptions into practical workforce plans and recommendations that support safe service delivery.
Providing strategic insight
Act as a trusted adviser to senior leaders, providing workforce expertise, constructive challenge and evidence-based recommendations that support strategic decision-making.
Leading forecasting and modelling
Oversee 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 assurance
Establish and maintain workforce planning standards, rota governance processes and planning controls that support operational delivery while maintaining accountability and oversight.
Leading a high-performing team
Provide visible leadership to Workforce Planning Managers and Analysts, creating an inclusive, high-performing environment that develops talent and supports continuous improvement.
Improving systems and analytics
Lead 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 finance
Provide assurance on workforce performance, capacity, affordability and risk while contributing to divisional productivity and financial improvement plans.

Who this role suits

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.

• 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 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)
• Employee Assistance Programme including free 24/7 independent counselling and occupational health services
• 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.