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Scheduling Manager

NHS AfC: Band 7

Main area
Scheduling Department
NHS AfC: Band 7
Secondment: 12 months (Fixed Contract)
Full time - 37.5 hours per week
Job ref
London Ambulance Service NHS Trust
£45,780 - £51,393 Per annum inclusive of HCAS
Salary period
16/05/2021 23:59
Interview date

London Ambulance Service covers an area of 620 sq. miles, serves one of the world’s most dynamic and diverse cities and is the busiest ambulance service in the UK. We handle over 1.9 million emergency calls from across the capital and attend more than 1.2 million incidents every single year as well as delivering a 24 hour NHS 111 Integrated Urgent Care Service in South East and North East London that we estimate will respond to around 1.4million urgent care calls by the end of the year.


We employ over 8,000 people who work or volunteer across London to respond to the health needs of over eight million people who live, work and travel in the capital. We work closely with our NHS partners and are commissioned by 32 clinical commissioning groups spread across 5 sustainability and transformation partnerships (STPs) and NHS England for our specialist services. We work alongside London’s hospital, mental health and specialist trusts, as well as the five STPs across Greater London.


In addition we work in partnership with the other emergency services, London’s Air Ambulance and London’s Resilience Forums to make sure we are ready and prepared to respond to major incidents and ensure we keep Londoners safe.

As the only pan-London NHS provider we have a unique opportunity to play a leading role in integrating access to emergency and urgent care right across London.


By 2023 we will improve outcomes and experiences for all our patients by providing the right care to patients at the right time, and in the most cost effective way. This will mean up to 122,000 fewer patients being taken to emergency departments when their needs could be better met in a different way, and we will deliver significant efficiencies in avoided costs to the urgent and emergency care sector.

Job overview

Reporting to the Head of Scheduling and in partnership with a second Scheduling Manager this role offers the post holder the opportunity to be involved at the heart of scheduling in a busy, challenging and fast-moving environment.  It will suit a highly motivated, proactive, experienced manager who enjoys being part of a team.  This important and responsible position provides scheduling expertise and oversight to the delivery of core and relief staff across the Trust.  You will be accountable for the smooth running of a busy department.  With commitment to excellence at the heart of everything we do, you will ensure best practice is followed in the scheduling department.  You will deliver a cost effective service within agreed budgets.  You will work closely with other management groups across the Trust and work towards meeting their requirements.

This vacancy would suit a general manager who enjoys working in a pressurised environment with a large team reporting to them.

Main duties of the job

We are a large team comprising of 50+ staff.  We are centrally based in Waterloo, SE1 which has excellent commuting links (overgound, underground, DLR links, bus) all within a few minutes’ walk.  Based at our main Headquarters, we have excellent facilities nearby – shops/restaurants/parks.

Responsible for the management of resources to achieve best possible Operational and 999/111 Integrated Urgent Care cover within a large geographical area, impacting directly on patient care and service performance.

  • Line manage 9 Senior Resource Coordinators and 40 Resource Coordinator for the main strands of the department. Undertake regular review meetings ensuring KPI’s are met, statutory and mandatory training is complete and their appraisals are undertaken.
  • Oversee the welfare of staff including managing absence and promoting general wellbeing.
  • Work with management information to ensure the data developed includes all necessary information.


Working for our organisation

·     The team is currently part home working due to COVID and part office based and this may continue.  You will attend meetings at various locations across the Trust estate as part of your role.

Other benefits:

NHS pension scheme

Round the clock Wellbeing support

Interest free travel season ticket loan

A minimum of 27 days’ holiday each year, increasing with service

Personal and professional development and training opportunities

Salary sacrifice cycle-to-work scheme

Car leasing scheme

Access to NHS discounts

‘Applicants should familiarise themselves with the new NHS pay progression system introduced from 1 April 2019 as well as the ‘NHS pay deal’ regarding moves from Annex 5 (previously Annex E) to section 2 unsocial hours provision when considering new posts in the NHS.’

Detailed job description and main responsibilities

The Scheduling Manager will be responsible for monitoring operational and control room performance and implementation of performance improvement strategies.

· The post holder will work closely with Senior Management, Business Intelligence and Forecast and planning to ensure the resourcing of cover meet the predicted demand whilst ensuring its Quality and Governance.

· Developing highly complex plans and actions for the Scheduling Department; informing, influencing and working with management teams to deliver solutions and adjusted operational practices to improve performance to meet operational needs.

  • Provide expert advice to the business planning and strategic aims of the trust in relation to resource cover which may involve multiple directorates across the organisation.

· Managing compliance against statutory and regulatory standards ensuring appropriate skill combination is maintained.

· Working closely with colleagues from other ambulance trusts, the wider NHS, other directorates and departments to benchmark and apply best practice across London.

· To manage complex and challenging discussions to ensure compliance to a range of contractual requirements.

· Sharing knowledge and understanding of resourcing practices in the National Resource Manager Forum.

· Communicate highly complex and sometimes contentious information to the department and provide updates on any changes which affect the department. Use persuasive and reassurance skills to make the required changes if barriers for change are regularly changing/variations of skill matrix involving several components which may sometimes conflict with personal preference and needs to be communicated extremely delicately where there are potential for significant barriers of acceptance.

· Use excellent and highly developed communication skills when presenting information to Senior Leadership delivery group about the trust resource position against its performance targets.

· Being a role model/leader demonstrating effective and appropriate behaviours in day to day operations; being flexible by demonstrating appropriate leadership styles and adapting communication to match the situation and audience.

· Deputising for Head of Scheduling when required.

  • Meet the strategic plans of the department including developing recommendations on priority areas where cover is challenged and negotiate strategies.
  • Responsible for ensuring the department is compliant with any external policy changes which occur impacting the department including legislation working time directive.
  • Analyse highly complex, conflicting information from a number of different sources to make good judgement calls regarding resource cover.
  • Work with People and Culture colleagues to ensure any service wide policies and procedures are fit for purpose which directly impacts in the way the department is able to resource to provide optimum cover.

· Successfully initiating, consulting and completion of Trust roster reviews requiring highly specialist knowledge.

Applicants are advised to read all the information enclosed in the advert and the supporting information before completing and submitting an application. As you complete your application please ensure you clearly demonstrate how you meet the criteria in the person specification for this post by adequately completing the supporting information section of the application form.

We reserve the right to close the application window early if we receive a high volume of suitable applications.

Person specification

Qualifications, Accreditations, Education

Essential criteria
  • Educated to masters level or equivalent level of experience of working at a senior level in specialist area.
  • Expert knowledge in a number of disciplines e.g. financial management, performance management, information systems and staff management.
  • Evidence of up to date personal and professional development
  • Demonstrable of advanced specialist knowledge in workforce planning.


Essential criteria
  • Extensive knowledge of specialist areas.
  • Demonstrate the ability to analyse, interpret and compare a range of complex factors or situations, format solutions and implement appropriate change.
  • Experience of business planning, objective setting and performance management to meet strategic goals.
  • Ability to deliver and improve key operational objectives.
  • Demonstrable recent or current management experience at the same or similar level.
  • Ability to develop relationships with key stakeholders in an operational setting to support corporate aims and objectives.
  • Experience of effective partnership working with Trade Unions. and understanding of principles of partnership working
  • Experience in undertaking investigations.
  • Investigating and chairing attendance meetings where the potential outcome may result in escalation and potential dismissal.
  • Experience of managing budgets, ensuring accountability and best value
  • Experience of delivering complex statistical reports and messages to a diverse range of people
Desirable criteria
  • Recent or current working in emergency services or healthcare setting.

Knowledge and Skills

Essential criteria
  • Strong organisational skills to include planning, implementing and managing projects/initiatives with a high level of autonomy.
  • Proven leadership and team working skills.
  • Proven ability to motivate and inspire staff.
  • Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly.
  • Managing the performance of a team.
  • Prioritising conflicting demands and often unpredictable work patterns.
  • Ability to demonstrate visible leadership in challenging and stressful situations.
  • Investigation and report writing skills, preparation of stakeholder bulletins
  • Presenting highly complex, highly sensitive or highly contentious information to internal and external groups
  • Good knowledge of health & Safety and Information Governance
  • Proven computer literacy in the use of business/office software packages particularly proficient in MS excel, word and outlook
  • Designing and reviewing new and existing policies to ensure they meet business requirements
  • Proven ability to translate strategic goals into tactical plans and to monitor progress and outcomes

Personal Abilities

Essential criteria
  • Demonstrating role model leadership behaviours and adapting styles to match situations and audiences.
  • Demonstrating continuous personal development including leadership and change management.
  • Being accountable for results and actions and in turn, holding others to account.
  • Leading, inspiring, motivating, developing and managing staff during; - intense operational pressure; - emotional circumstances.
  • Frequent requirement for prolonged concentration when analysing complex data and preparing reports
  • Communicating and adapting the styles and messages to match the situation and audiences including delivering difficult information and at times, in distressing or emotional situations
  • Initiating, building and maintaining relationships with internal and external key stakeholders; developing partnerships and cooperative working.
  • Demonstrating a passion for delivering quality services
  • Effective persuading, influencing and negotiating to achieve beneficial outcomes
  • Managing and having difficult conversations with key stakeholders and staff
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Documents to download

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Further details / informal visits contact

Gareth Hughes
Job title
Head of Scheduling
Email address