Location: Bristol Office (Office-based role)
Salary: £29,267 per annum
Contract: Full-time – 37.5 hours per week
We are looking for a proactive, analytical Workforce Planning Coordinator to join our healthcare contact centre operation. This is a fantastic opportunity for someone with strong scheduling, resource management, and stakeholder engagement skills to play a key role in ensuring smooth day-to-day service delivery.
Working closely with Team Leaders, Operational Managers, and Senior Stakeholders, you will use workforce data, forecasting, and workforce management tools to ensure the right people are in the right place at the right time—helping to deliver a consistently high standard of patient care.
Reporting to the 111 Workforce Planning Manager and accountable to the IUC Workforce Planning Lead, you will be responsible for building and maintaining staffing plans, managing schedules, and supporting operational performance across the service.
You will act as a subject matter expert for planning and scheduling queries, balancing operational demand with workforce wellbeing and compliance.
Scheduling & Planning
- Build, maintain, and publish core shift schedules using workforce management systems (Verint preferred).
- Act as the main point of contact for urgent, routine, and amended scheduling requests.
- Schedule shifts, meetings, coaching sessions, briefings, task rotations, appointments, and new starter plans in line with call demand.
- Implement shift swaps, slides, and ad hoc changes as required.
- Process annual leave requests efficiently and highlight any risks or concerns.
- Review break and lunchtime distribution to maintain operational efficiency.
Staffing & Resource Management
- Ensure all working patterns comply with employment legislation, including breaks and rest periods.
- Produce and maintain rolling schedules, ensuring accuracy before publication.
- Monitor real-time and future resource utilisation across teams.
- Promote annual leave uptake to reduce end-of-year leave pressure.
- Maintain accurate workforce data within the workforce management system.
- Provide cover and support during periods of team absence.
Communication & Stakeholder Engagement
- Act as the planning subject matter expert, supporting site leaders with service-impacting changes.
- Manage the workforce planning inbox and calendar within agreed service levels.
- Deputise for the Workforce Planning Manager when required, including attending and presenting at meetings.
- Upskill team members and maintain up-to-date process maps to ensure consistent ways of working.
- Support the Workforce Planning Manager with new projects and service improvements.
Reporting & Forecasting
- Produce weekly performance and planning reports for management.
- Maintain the shift matrix.
- Support the development and maintenance of forecasting models.
Experience
- Resource or workforce management experience.
- Strong administrative background.
- Line management experience (desirable).
- Understanding of financial performance targets and escalation processes.
Skills & Attributes
- Knowledge of Workforce Management systems (Verint preferred).
- Highly organised, with the ability to manage large workloads and changing priorities.
- Calm, resilient, and adaptable in fast-paced environments.
- Excellent communication and stakeholder management skills.
- Comfortable working with data, reporting, and performance metrics.
- Strong MS Office skills (Excel, Word, PowerPoint).
Qualifications
- Basic educational attainment (relevant experience preferred).
Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. We’re proud to be at the forefront of developing new and exciting ways to support the nation’s health too, helping patients to maximise their wellbeing and live life to the full.
When you’re part of the Practice Plus Group team, you don’t just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. We’ll help you be the best you can be.
We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance – so we always try to be flexible, helping you fit your working life around your home life.
If you'd like to learn more, please contact Valentin at
[email protected]
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.
