Head of Workforce Planning

About The Role

The role holder is responsible and accountable for strategic capacity planning and resource scheduling in order to improve patient experience, drive optimal revenue performance and produce operational effectiveness and efficiency. The role is an IUC wide role covering the planning, on the day management, reporting and continual improvement across Practice Plus Group IUC.

This is a remote role, with occasional travel to Practice Plus Group sites across the UK.

The role holder, and wider team will work closely with the operational, finance, business systems and IT teams. Building credible annual and short-term plans, and highlighting areas and actions to deliver continuous improvement and optimisation.

In addition, the role is responsible for ensuring that the incumbent workforce planning tools are used in the best possible way to drive performance improvement, and enable minimal administration for planning teams, giving advisors fast and direct access to book holidays, overtime, shifts swaps & slides in and out of the office.

Practice Plus Group is a leading provider of urgent and out-of-hours healthcare services across the UK, committed to delivering outstanding patient care through innovative and compassionate medical practice. We pride ourselves on creating a supportive and dynamic environment where our clinicians can thrive and make a genuine impact.

What you'll be doing

Manage annual resource planning with Finance and Operations, setting long‑term objectives, recruitment and attrition plans, and ensuring staffing levels that support top‑quartile NHS 111 performance.

Support business planning by shaping the operational roadmap and improving end‑to‑end patient journeys from 111 call to OOH services. Produce accurate short and long‑term forecasts using NHSE intelligence and historical data.

Optimise workforce efficiency through scheduling, intraday management, and continuous improvement of advisor experience and work‑life balance. Provide expert input on telephone routing to minimise patient wait times.

Own and refine the Workforce Target Operating Model, strengthening governance and operational engagement. Work with third‑party providers to maximise workforce optimisation tools and ensure teams receive effective training and system enhancements.

Oversee accurate payroll for hourly staff, reducing errors through strong processes.

Collaborate with IT, Business Systems, and NHSE to manage system outages with minimal service impact. Lead and develop the Workforce Planning Team, equipping colleagues to drive performance and continuous improvement.

What we’ll look for in you

Strong background in business and performance management.

Proven experience leading Workforce Planning teams in a high‑demand environment.

Expertise in Workforce Management and telephone systems.

Demonstrated commercial acumen with the ability to balance cost, performance, and service quality.

Experience developing and delivering operational and workforce strategies.

Competence in budget ownership and financial planning.

Solid understanding of operations and contact centre management.

Excellent written and verbal communication skills, with the ability to present confidently.

For more information, please see the downloadable Job Description attached to the advert. Or to talk to the lead recruiter for this role, please contact George Robinson - ***email_hidden***

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

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