ICC Scheduling Analyst | North West Ambulance Service NHS Trust

North West Ambulance Service; Horwich; Hybrid; GBP 25,000 - 36,000; Full time

Job summary

North West Ambulance Service NHS Trust is seeking an ICC Scheduling Analyst to support scheduling across the Integrated Contact Centre (ICC) teams. The role focuses on embedding resource planning best practices to assist emergency and urgent service teams.

Key responsibilities include creating and maintaining staff schedules via the ICC’s WFM, balancing performance with staff wellbeing, and ensuring compliance with the Working Time Directive.

Qualifications

• Experience scheduling on a WFM; NICE IEX experience desirable.
• Outstanding attention to detail.
• Excellent analytical skills are essential.
• Positive can-do approach to challenges.

Responsibilities

• Create and maintain accurate staff schedules using the ICC’s WFM.
• Balance operational performance with staff wellbeing in scheduling decisions.
• Monitor compliance with the Working Time Directive and manage shrinkage data.
• Collaborate with managers to ensure workforce data accuracy and support scheduling activities like training and meetings.

Skills

WFM scheduling

Attention to detail

Analytical skills

Positive can-do approach

NICE IEX experience

Tools

NICE IEX

Job description

ICC Scheduling Analyst | North West Ambulance Service NHS Trust

NWAS is seeking a detail-focused ICC Scheduling Analyst to support effective scheduling 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

Key Responsibilities

• Create and maintain accurate staff schedules using the ICC’s WFM.
• Balance operational performance with staff wellbeing in all scheduling decisions.
• Monitor compliance with the Working Time Directive and manage shrinkage data.
• Collaborate with managers to ensure workforce data accuracy and support scheduling activities like training and meetings

What You’ll Bring

• Experience working of scheduling on a WFM, NICE IEX experience highly desirable
• Outstanding attention to detail.
• Positive can-do approach to challenges.
• Excellent analytical skills are essential

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. NHS 111 replaced NHS Direct in 2013. This service was introduced to make it easier for people to access local NHS healthcare services in England. It provides non-emergency medical help fast, and is available 24 hours a day, 365 days a year.

There are no unsocial hours required as part of this role. Once established in role, hybrid working will be available with a requirement of a minimum of 2 days in the office per week. Estuary Point can be considered as a base site, but the wider team will be based at Middlebrook and travel may be required at times between the ICC sites.

This advert closes on Thursday 29 Oct 2026