ICC Capacity Planning Analyst | North West Ambulance Service NHS Trust
| Posting date: | 17 December 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £31,049 - £37,796 per annum |
| Hours: | Full time |
| Closing date: | 16 January 2026 |
| Location: | Horwich, Bolton, BL6 6PQ |
| Company: | North West Ambulance Service |
| Job type: | Permanent |
| Job reference: | 7689444/242-4889 |
Summary
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, 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.
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.
Recruitment Campaign:
Advertising - 17.12.2025 - 04.01.2026
Shortlisting: w/c 05.01.2026
Interview: 16.01.2025
This advert closes on Sunday 4 Jan 2026