ICC Capacity Planning Analyst

North West Ambulance Service Nhs Trust; Bolton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare provider in Bolton is seeking a highly skilled ICC Capacity Planning Analyst to support strategic workforce forecasting across its Integrated Contact Centre. The role involves developing capacity plans, monitoring key metrics, and collaborating with stakeholders to enhance operational efficiency. Ideal candidates will have significant experience in resource planning and workforce management, complemented by strong analytical and communication skills. This position offers a chance to make a real difference in emergency services while enjoying comprehensive benefits including competitive leave and training opportunities.

Benefits

Pension scheme

Up to 33 days annual leave

Training and development opportunities

NHS discounts

Car Lease Scheme

Cycle to Work Scheme

NHS Mortgages

Childcare Vouchers

Qualifications

• Strong resource planning and WFM experience, NICE IEX experience highly desirable.
• Ability to challenge constructively and influence decision-making.
• World-class analytical and communication skills.
• Advanced Excel skills.

Responsibilities

• Develop and maintain accurate capacity plans using the ICC's workforce management tool.
• Monitor and update key metrics such as shrinkage, attrition, and FTE volumes.
• Collaborate with stakeholders to align long term plans with operational changes and strategic goals.
• Identify risks, escalate issues, and highlight impacts on KPIs and performance.
• Promote best practices and build strong, empathetic relationships across the ICC.

Skills

Resource planning

Workforce management (WFM)

Analytical skills

Communication skills

Advanced Excel

Job description

North West Ambulance Service is seeking a highly skilled and proactive ICC Capacity Planning Analyst to support strategic workforce forecasting and capacity planning across our Integrated Contact Centre (ICC) teams. This is an exciting opportunity to play a fundamental role in embedding resource planning best practice and to make a real difference with our emergency and urgent service teams.

Responsibilities

• Develop and maintain accurate capacity plans using the ICC's workforce management tool.
• Monitor and update key metrics such as shrinkage, attrition, and FTE volumes.
• Collaborate with stakeholders to align long term plans with operational changes and strategic goals.
• Identify risks, escalate issues, and highlight impacts on KPIs and performance.
• Promote best practices and build strong, empathetic relationships across the ICC.

North West Ambulance Service NHS Trust provides 24 hour, 365 days a year accident and emergency services to those in need of emergency medical treatment and transport. Our highly skilled staff provide life‑saving care to patients in the community and take people to hospital or a place of care if needed. We also provide non‑emergency patient transport services for those patients who require non‑emergency transport to and from hospital and who are unable to travel unaided because of their medical condition or clinical need. Alongside the other emergency services, we also work to ensure the safety of the public and treatment of patients in the event of a major incident. We also deliver the NHS 111 service in the North West.

Qualifications

• Strong resource planning and WFM experience, NICE IEX experience highly desirable.
• Ability to challenge constructively and influence decision‑making.
• World‑class analytical and communication skills.
• Advanced Excel skills.

Application Process

Should you be successful at interview stage successful candidates will receive a conditional offer of employment, this will be subject to the NHS Employment Checks Standards. A valid right to work and identity check. Reference checks – This will cover a minimum of a three year period and will include a request for the number of days and occasions of sickness absence covering a minimum two year period. In line with equality legislation, the earliest point at which we will ask health related questions is when an offer of employment has been made. Absences related to disability may be excluded from these considerations; consideration would be given as to what would be a reasonable attendance level, based on the information available. Absences related to pregnancy, maternity and/or gender reassignment will be excluded from these considerations. Detailed information on the NHS Employment Checks Standards is available on the NHS Employers website; search 'employment checks'. DBS Checks – If the post is subject to DBS disclosure, a charge will be made for this disclosure. Occupational Health – You will require satisfactory medical clearance. Whilst not a condition of employment, all staff are encouraged to be vaccinated against COVID‑19 as this remains the best line of defence against COVID‑19.

North West Ambulance Service NHS Trust is an Equal Opportunities Employer. We are committed to providing services which embrace diversity and which promote equality of opportunity. We offer a guaranteed interview scheme for disabled applicants who meet our minimum selection criteria at each stage of the selection process. We will not tolerate discrimination on any of the following: gender, marital status, sexual orientation, race, colour, nationality, religion, age, disability, working pattern, caring responsibilities trade union activity or political beliefs-or any other grounds. In October 2025 we published our Anti‑racist Statement, which sets out our key commitments to becoming an anti‑racist organisation. These commitments underpin our recruitment practices and reflect our dedication to creating a diverse, inclusive, and representative workforce. The Trust is currently under‑represented in terms of staff from black and minority ethnic backgrounds. We encourage applications from all backgrounds to improve the diversity of our workforce and to better reflect the communities we serve to provide the right care, at the right time, in the right place; every time.

The Trust reserves the right to close this vacancy early if a large number of applications are received. Due to the volume of applications received for our advertisements, we will only contact those candidates shortlisted for interview via email; we aim to do this within 4 weeks of the closing date. If you do not receive the email, it will be that you have not been shortlisted on this occasion. When applying for this position, it is essential that you read the job description and person specification fully. Please use the supporting information space to demonstrate your ability to undertake this role, drawing on your skills, knowledge and experience.

We also offer a range of excellent benefits including a pension scheme, up to 33 days Annual leave (exclusive of bank holidays), training and development opportunities, access to NHS discounts, Car Lease Scheme, Cycle to Work Scheme, NHS Mortgages and Childcare Vouchers.