At a Glance
- Tasks: Lead workforce planning and insights for our global Customer Service team.
- Company: Join HeliosX, a fast-growing healthcare tech company transforming access to care.
- Benefits: Enjoy 25 days holiday, private health insurance, and a home office allowance.
- Other info: Be part of a diverse team committed to improving healthcare globally.
- Why this job: Shape the future of digital healthcare while making a real impact on people's lives.
- Qualifications: Experience in workforce management and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Founded in 2013 by Dwayne D’Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we’ve grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise.
A key driver of our success is vertical integration; we operate our own manufacturing and proprietary products, led by in‑house medical teams, researchers, and pharmacists at the top of their fields.
In 2025, HeliosX treated more than 1.7 million patients globally and reached £781m in revenue, representing +337% year‑on‑year growth and cementing our position as the clear market leader in the UK. That growth translates into real‑world outcomes: our weight‑loss treatments helped patients lose 8.5 million kilograms of excess weight in 2025 alone, contributing to an estimated 1,300 fewer cardiac events.
Today, we operate across four international markets, with successful launches in Germany and Canada and continued expansion in the US. We were also recently recognised in the Sunday Times Top 100 fastest‑growing tech companies, further validation of both our momentum and our ambition.
2026 is a step‑change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you’ll help shape HeliosX into a truly world‑leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered.
HeliosX is hiring a Senior Workforce Manager to own the planning and insights engine for our global Customer Service function. Bringing together Workforce Management, forecasting, capacity planning, scheduling and real‑time, with CS Analytics & Insights.
You’ll make sure staffing decisions, performance reporting & operational insight are all grounded in robust data. Supporting a multi‑site, multi‑brand operation across the UK & international markets, you’ll be the single source of truth that CS leadership, the Leadership Team & our BPO partners act on.
What You’ll Be Doing:
- Own short, mid & long‑term volume forecasts across all markets, channels & queues, balancing accuracy with operational pragmatism.
- Build capacity plans that align staffing to demand, accounting for shrinkage, seasonality, ramp times, AI deflection & business initiatives.
- Partner with Finance, CS Leadership & BPO Vendor Management to ensure headcount plans meet service level, cost & CX targets.
- Lead scenario modelling, capacity risk analysis & cost‑impact assessments to inform operational & strategic decisions.
- Own the operational reporting layer: SLA, FRT, AHT, adherence & productivity across all brands and markets.
- Establish a single source of truth across Intercom, Metabase & internal data sources, resolving discrepancies the business can trust.
- Own the CSAT, VoC & Trustpilot reporting framework, surfacing root causes & recommending interventions with CS Leadership.
- Produce regular & ad‑hoc executive readouts that translate operational data into clear, actionable insight for ELT‑level audiences.
- Partner with Operations & professional services to design, configure & roll out the new WFM platform to best practice.
- Define & embed the processes, governance & operating model for the Planning & Insights function as it scales, acting as a visible AI adopter throughout.
What You’ll Bring to the Role:
- Demonstrable experience leading WFM for a multi‑site, multi‑market operation (BPO and/or in‑house), with full ownership of forecasting, capacity, scheduling & real‑time.
- A track record of building or significantly maturing CS analytics, performance reporting or insights functions, ideally including exec‑level reporting.
- Hands‑on experience implementing or significantly upgrading a WFM platform (e.g. Verint, NICE, injixo, Playvox, Tymeshift).
- Strong working knowledge of CS data tooling: Intercom, Metabase, Hex or comparable.
- Advanced analytical skills across Excel/Sheets, BI tooling & increasingly AI‑augmented workflows, with strong data storytelling for every level from frontline ops to ELT.
- Experience operating alongside BPO partners & managing the planning & performance interface with them.
- A strategic, proactive problem‑solver who is credible at ELT level, comfortable with ambiguity & resilient under pressure during peak periods & rapid change.
- Genuine AI fluency: Using AI tooling thoughtfully in your own work & comfortable championing adoption with others.
- Exposure to regulated industries (healthtech, healthcare, telemedicine, fintech) is a bonus.
Why Work With Us:
At HeliosX, we want to improve healthcare for everyone and need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketers, and customer care specialists committed to our mission – but we need more talented folks to join us, if we want to achieve our global ambitions.
Benefits:
- 25 days holiday plus UK Bank Holidays (excluding two per year).
- Private health insurance, along with extra dental and eye care cover.
- Enhanced parental leave.
- Cycle‑to‑work Scheme.
- Electric Car Scheme.
- Free Dermatica and MedExpress products each month, as well as family discounts.
- Home office allowance.
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside audible subscription).
Senior Workforce & Planning Manager in London employer: HeliosX Group
HeliosX is an exceptional employer that prioritises innovation and employee growth within the dynamic healthcare sector. With a commitment to improving access to personalised care, our diverse team enjoys a supportive work culture, comprehensive benefits including private health insurance and enhanced parental leave, and ample opportunities for professional development. Joining us means being part of a rapidly growing company that values your contributions and empowers you to make a real difference in the lives of millions globally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Workforce & Planning Manager in London
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like HeliosX Group.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at HeliosX Group.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like HeliosX Group, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Senior Workforce & Planning Manager in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at HeliosX Group.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at HeliosX Group.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to HeliosX Group. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at HeliosX Group. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at HeliosX Group
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research HeliosX Group’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
