Project Management Officer jobs in United Kingdom

Role: ICC Capacity Planning Analyst
Advertised by: North West Ambulance Service
Location: Horwich, Bolton
Salary: £31,049 - £37,796 per annum
Close date: 04/01/2026 23:59

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.

Job overview
Job Title: ICC Capacity Planning Analyst
Location: Middlebrook
Band: 5 Salary: £31,049 - £37,796
Hours Per Week: 37.5 hours
Job Type: 1 x Permanent

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.

Key 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, elevate issues, and highlight impacts on KPIs and performance.
• Promote best practices and build strong, empathetic relationships across the ICC.

• 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.

• Degree or significant relevant experience in statistical analysis and capacity planning.
• Industry recognised qualifications in resource planning is desirable.
• Has experience working with a workforce management tool.
• Has experience managing large data sets in Microsoft Excel with ability to create reports using complex formulas and pivot tables, with experience in macros and Power Query desirable.
• Has experience of creating capacity plans as part of a resource planning team, experience in an NHS or emergency service setting is desirable.
• Any offer of employment may be withdrawn if you knowingly withhold information, provide false or misleading information.