Job Description

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 long- and short-term capacity plans using the ICC's workforce management tool. Monitor and update key metrics such as shrinkage, attrition, and forecasted 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.

What You'll Bring :

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.

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.



Please see attached for further information about this role.



There are no unsocial hours required as part of this role, working hours will be within standard corporate business hours. The team work in a flexible way with hybrid working available. Estuary Point can be considered as a base site; however, the wider team will be based at Middlebrook. Travel may be required at times between the ICC sites.



If you have any questions about this exciting opportunity, please contact the recruiting manager, Sarah Wilson - ICC Senior Resource and Planning Manager

Recruitment Campaign:

Advertised from Friday 13th June until Sunday 29th June 2025

Shortlisting - 4th July 2025

Professional Discussion - 18th July 2025