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Job summary

Main area
Ad-Hoc ICC
Grade
Band 4
Contract
Secondment: 3 months (Until 31.03.2026)
Hours
Full time
Job ref
242-4878
Employer
North West Ambulance Service NHS Trust
Employer type
NHS
Site
ICC OS Resource & Planning Team S2 - Middlebrook
Town
Horwich, Bolton
Salary
£27,485 - £30,162 per annum
Salary period
Yearly
Closing
18/12/2025 23:59

Employer heading

North West Ambulance Service NHS Trust logo

ICC Scheduling Analyst

Band 4

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 shortlisting 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 offers 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

*Please be advised that this advert may close early if we receive a high volume of applications *

*Previous applicants who have applied in the past 6 months, need not apply*

Job Title: ICC Scheduling Analyst

Location: Middlebrook

Band: 4

Salary: £27,485 - £30,162

Job Type: x4 Secondments 

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. These secondments will support the team with migrating rosters from GRS into NICE WFM.

Main duties of the job

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.

Working for our organisation

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.

Detailed job description and main responsibilities

Due to existing practices that are being phased out, some unsocial hours may be required but will no longer be available once remaining areas have migrated onto NICE WFM.

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.

Recruitment Campaign Dates:

Advertising - 06.12.2025 - 18.12.2022

Interviews: TBC

Person specification

Skills / Competencies

Essential criteria
  • Able to work effectively as part of a team to achieve departmental and organisational objectives and key performance indicators
  • Strong and effective communicator, both verbal and written
  • Excellent interpersonal skills to develop and maintain excellent working relationships with colleagues at all levels
  • Effective engagement and influencing skills, whilst championing key resource planning concepts and best practice
  • Proactive and solution focused approach to tackling issues, working on own initiative
  • Flexible approach in being able to prioritise tasks and to manage conflicting demands on time to deliver objectives
  • Comfortable handling numbers and analysing complex data or information
  • Proficiency in Microsoft Excel, ability to create reports using in-built features such as formulas and pivot tables is desirable

Qualification and Knowledge

Essential criteria
  • Minimum of English & Mathematics GCSE at Grade C and above or equivalent qualifications
  • Equivalent experience in contact centre planning or scheduling

Experience

Essential criteria
  • Has experience working with a workforce management tooL
  • Has experience in managing and maintaining rotas or schedules
  • Has experience of working in a contact centre setting, experience in an NHS or emergency service setting is desirable

Employer certification / accreditation badges

Trust IDVeteran AwareApprenticeships logoNo smoking policyAge positiveDisability confident leaderImproving working livesMindful employer.  Being positive about mental health.Race at WorkDefence Employer Recognition Scheme (ERS) - GoldApprenticeships Top 100 Employers 2024ENEI 2024 Gold

Documents to download

Apply online now

Further details / informal visits contact

Name
Lindsey Warburton
Job title
ICC Scheduling Manager
Email address
[email protected]
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