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Forecast, Planning & MI Manager

NHS AfC: Band 7

Main area
Forecast, Planning & MI
NHS AfC: Band 7
Full time: 37.5 hours per week
Job ref
Bridge House
Newcastle Upon Tyne
£38,890 - £44,503 per annum
Salary period
Today at 23:59
Who we are

We’re the NHS Business Services Authority. We provide critical central services to NHS organisations, NHS contractors, patients and the public.  Have you had a European Health Insurance Card (EHIC)? Perhaps you’ve had an Exemption Certificate or have a Pre-payment Certificate to spread the cost of your prescriptions? We issue those. Maybe you’re a member of the NHS Pension Scheme? We administer the scheme on behalf of the Department of Health and Social Care. Ever applied for a vacancy on NHS Jobs? That’s one of our services too.
Our vision is to be the ‘delivery partner of choice’ for the NHS. Our values were developed with our people, for our people and they reflect the fact that we CARE passionately about what we do. They are to be Collaborative, Adventurous, Reliable, and Energetic. We know that how we approach our work contributes to our colleagues’ health, wellbeing, and sense of connection to the business. We aspire to be a great, inclusive place to work.
Our drive to make things easier for our customers has seen us increase the digitisation of our services and we’re using new technology to deliver efficiencies and improve the customer experience. We gather data and use it to help the NHS make more informed and effective decisions, as well as reduce fraud, error, and waste. We also see an opportunity to contribute to the wider health agenda in terms of prevention and health inequalities.

We’re doing exciting things in a complex and challenging landscape so come and join us.
What we offer

Come and work for us and you’ll receive a benefits package that rewards your hard work and commitment, including a minimum of 27 days annual leave per year which increases with length of service plus Bank Holidays and the option to purchase additional leave, time off for volunteering, flexible working options, a generous Pension Scheme, access to loads of online and high street discounts including holidays, computers, insurance, mobile phones and meals out, and perhaps most importantly – a work/life balance.

An exciting opportunity has arisen to join our already successful and professionally accredited Workforce Management Team as a Forecast, Planning & MI Manager. The position will take a leading role in shaping planning across the service over the coming years as the organisation evolves and strives for greater efficiency as well as maximising new business opportunities.

A key challenge over the coming years is ensuring that plans and modelling is aligned to the NHSBA’s digital agenda and that the opportunities this is expected to provide are fully understood and maximised so that plans reflect the evolving nature of all of our services.

Working with the existing Forecasting and Planning Managers you will be jointly responsible for delivering accurate plans for the Contact Centre enabling teams to maximise resources to meet business requirements. The Workforce Team also provides planning and resource management expertise to other areas of the NHSBSA and therefore the ability to tailor plans to different services will be essential. This will involve back office environments as well as Contact Centre Services across multiple sites.

You will be responsible for managing and developing a team and will be required to work with Team Managers, Operational Management Team colleagues and the Head of Contact Centre Services. You will also be required to work closely with other services and building the appropriate relationships to ensure planning and forecasting in these areas is effective.

Experience of working in a similar role within a Contact Centre is essential, as well as experience with a Managed Service environment. The post-holder will be naturally curious looking for improvements and new opportunities around both processes and technology, but balancing the need to achieve tight deadlines.

Step into healthStonewall Top 100 Employer 2020Disability confident leaderDefence Employer Recognition Scheme (ERS) - SilverEmployers Network for Equality & Inclusion

Documents to download

Apply online now

Further details / informal visits contact

Mark Henderson
Job title
Resource, Planning & Telephony Manager
Email address