At a Glance
- Tasks: Lead workforce planning strategy for high-volume Patient Support Centres and optimise operational efficiency.
- Company: Join one of the UK's leading independent hospital groups with a commitment to quality patient care.
- Benefits: Enjoy 35 days annual leave, private medical insurance, and a competitive salary.
- Other info: Dynamic role with opportunities for professional growth in a fast-paced environment.
- Why this job: Make a real impact in healthcare by optimising patient support services and enhancing patient experiences.
- Qualifications: Experience in workforce planning and strong analytical skills required.
The predicted salary is between 37338 - 44962 £ per year.
Description
Workforce Planning Manager - Patient Support Centres | FT | Perm | Remote| Salary DOE + Comprehensive benefits
We are one of the UK’s leading independent hospital groups and the largest in terms of revenue.
From our 38 hospitals and 33 clinics, medical centres and consulting rooms across England, Wales, and Scotland, we provide diagnostics, inpatient, day case and outpatient care in areas including orthopaedics, gynaecology, cardiology, neurology, oncology, and general surgery.
We also operate a network of private GPs and provide occupational health services to over 700 corporate clients.
We are the principal independent provider by volume of knee and hip operations in the United Kingdom.
The group was founded with the acquisition and re-branding of 25 Bupa hospitals in 2007.
Since then, Spire Healthcare has made significant capital investments in its estate and continues to deliver successful and award-winning clinical outcomes and high levels of patient satisfaction.
Spire is listed on the London Stock Exchange and is a member of the FTSE 250.
We were the first private hospital provider to publish outcomes data on our website, and we have received awards for our clinical quality and high levels of patient satisfaction.
Spire Healthcare is committed to the highest quality of patient care.
Working in partnership with over 8,760 experienced consultants, we delivered tailored, personalised care to approximately 926,500 inpatients, outpatients, and day case patients in 2022.
Patients, consultants, and general practitioners trust Spire Healthcare to deliver the high-quality care they expect from a leading private healthcare provider.
Our
Workforce Planning Manager – Patient Support Manager is a new role within Spire Healthcare and as a result presents an exciting opportunity to build a new capability within the business.
The role reports to Director of Patient Support Centres and is responsible for leading the end-to-end workforce planning strategy within Spire’s three high-volume Patient Support Centres, supporting Spire Healthcare’s patient booking and access to services.
This role is responsible first and foremost for delivering end-to-end capacity plans that support the PSC strategic and operational objectives.
Operating across a planning horizon of +3 years down to detailed interval-level projections this role ensures the right resources are in place at the right time to deliver exceptional patient experience, meet service level agreements, and optimise operational efficiency across inbound and outbound contact channels.
The Workforce Planning Manager is responsible for monitoring forecast variances in demand and performance, identifying potential issues and implementing corrective actions to ensure plans remain on track.
The role combines strategic oversight with operational leadership, managing forecasting, scheduling, real-time performance, and capacity planning.
Key Responsibilities
- Workforce Planning Strategy
- Oversee the application, governance and continuous improvement of planning tools, systems and methodologies, ensuring that forecasts support key decision-making processes.
- Develop and influence capacity and resource strategies across multiple channels and customer journeys, ensuring staffing levels, skills and capabilities align with demand fluctuations while optimising cost efficiency aligned to business objectives, patient demand, and growth plans.
- Build long-term capacity plans incorporating seasonal trends, marketing activity, and healthcare demand fluctuations.
- Partner with senior stakeholders to align workforce plans with service delivery, financial targets, and patient experience goals.
- Translate complex data sets into clear, concise reports and presentations for senior leaders, outlining options, risks and mitigation approaches to inform strategic decisions.
- Own contingency and risk management planning, ensuring operational resilience.
- Forecasting & Capacity Planning
- Deliver accurate short, medium and long-term contact demand forecasts across all channels (voice, digital, outbound).
- Translate forecasts into robust staffing requirements, managing shrinkage assumptions and skill-based routing complexities.
- Continuously refine forecasting models using data insights, trends, and operational feedback.
- Support major business transformations by assessing operational impacts, recommending process improvements, ensuring that capacity plans align with evolving business goals.
- Scheduling & Optimisation
- Oversee the creation and delivery of efficient schedules that balance service levels, employee engagement, and cost control.
- Ensure effective use of WFM tools and systems to maximise productivity and flexibility.
- Lead initiatives to improve schedule adherence and intraday performance.
- Real-Time Management
- Establish best-in-class real-time performance management practices.
- Monitor live service performance, making data-driven adjustments to staffing and priorities.
- Implement escalation frameworks to mitigate service risks and maintain patient access standards.
- Leadership & Team Development
- Lead and develop a team of WFM professionals (forecasting, scheduling, and real-time analysts).
- Set clear objectives, drive performance, and build a high-performing, data-driven planning function.
- Foster a culture of continuous improvement, accountability, and collaboration.
- Stakeholder Engagement
- Act as a senior advisor to Operations, Finance, HR, and Commercial teams on workforce-related decisions.
- Present insights, risks, and recommendations to executive stakeholders.
- Influence decision-making through data-led storytelling and clear communication.
- Performance & Continuous Improvement
- Define and track key WFM KPIs (service levels, utilisation, occupancy, forecast accuracy, schedule adherence).
- Identify opportunities for process optimisation, automation, and efficiency gains.
- Lead transformation initiatives, including system enhancements and new ways of working.
Key Requirements
Essential
- Mastery of available tools to support a WFP function, including WFM systems, forecasting software, scheduling platforms and automation tools.
Including experience in leading change management workforce planning initiatives.
- Significant experience in a contact centre or customer operations planning leadership role, across multi-channel, multi-site environments.
- Proven leadership experience managing WFM teams at a senior level.
- Strong expertise across forecasting, scheduling, and real-time management disciplines.
- Advanced analytical capability with experience interpreting complex datasets and driving insights.
- Demonstrated experience using WFM platforms (e. g., NICE, Verint, Genesys, or similar).
- Excellent stakeholder management and communication skills, with the ability to influence at senior/executive level.
- Strong financial and commercial acumen with the ability to align planning outputs with financial goals, including budgeting, cost control and return on investment analysis, to support sustainable business growth and service outcomes.
Desirable
- Experience within healthcare or patient services environments.
- Understanding of patient pathways, booking processes, or NHS/private healthcare dynamics.
- Personal Attributes
- Strategic thinker with strong operational execution.
- Highly analytical, detail-oriented, and data-driven.
- Strong leadership presence with the ability to inspire and influence.
- Resilient and adaptable in a fast-paced, patient-critical environment.
Benefits
We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:
- 35 days annual leave inclusive of bank holidays
- Employer and employee contributory pension with flexible retirement options
- ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
- Free wellness screening
- Private medical insurance
- Life assurance
Workforce Planning Manager - Patient Support Centres employer: Spire Healthcare
Spire Manchester Hospital is an exceptional employer, offering a supportive and flexible work environment for Bank Engineers. With a commitment to employee well-being, competitive pay, and opportunities for professional growth, our team thrives in a culture that values care and excellence. Join us in making a difference in healthcare while enjoying benefits like weekly pay, pension access, and discounts through our 'Spire for you' reward platform.
StudySmarter Expert Advice🤫
We think this is how you could land Workforce Planning Manager - Patient Support Centres
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We think you need these skills to ace Workforce Planning Manager - Patient Support Centres
Some tips for your application 🫡
Show Off Your HR Skills:When you’re crafting your CV, make sure you highlight specific HR skills that are relevant to the role at Spire Healthcare. Include any experience with recruitment processes, employee relations, or performance management, and don’t forget to mention your familiarity with HR software or tools that could give you an edge.
Tailor Your Cover Letter:Your cover letter is your chance to shine, so tailor it to Spire Healthcare and the specific HR role. Highlight your passion for people management and how your unique approach can help foster a positive workplace culture. Be sure to sprinkle in examples from your past experiences that illustrate your problem-solving abilities and interpersonal skills.
Include Relevant Certifications:If you’ve got any HR certifications or relevant training under your belt, be sure to showcase them! These qualifications can really set you apart from other candidates when applying for this full-time HR position at Spire Healthcare. List them prominently on your CV to catch the hiring manager's eye.
Align with Company Culture:Make sure your application speaks to Spire Healthcare's values and culture. Research the company and align your experiences or values with what they stand for. This will show them that you're not only a fit for the role but also for the overall vibe of the team and organisation.
How to prepare for a job interview at Spire Healthcare
✨Brush Up on HR Best Practices
As you're diving into human resources, it’s crucial to be well-versed in the latest HR practices and legislation. Get familiar with key topics like employee engagement, talent acquisition, and diversity initiatives, as these could easily pop up in your interview with Spire Healthcare.
✨Know Your Recruitment Tools
Most HR roles involve using various recruitment tools and ATS (Applicant Tracking Systems). Make sure you can comfortably discuss platforms like Workday or Greenhouse. If you've had direct experience, share those examples; if not, show your eagerness to learn!
✨Highlight Your People Skills
A full-time HR role at Spire Healthcare will require strong interpersonal skills. Prepare to share stories that demonstrate how you’ve successfully navigated conflicts or supported team members in past experiences. Authenticity goes a long way in this field.
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Being up to speed with current HR trends, like remote working protocols or mental health initiatives, can set you apart. Be ready to discuss how these trends could impact Spire Healthcare and how you would contribute to adapting HR strategies.
