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- Making outbound telephone calls - to book appointments across a wide variety of programs. Use other channels such as email and letters where appropriate and handle inbound customer contact.
- Overseeing booking activity day to day, including the training, mentoring, and monitoring of booking administrators.
- Updating trackers and other systems with outcomes of booking attempts, ensuring high accuracy and data quality
- Ensuring safe handling of sensitive personal data in line with the company data protection policy
- Issuing workloads and ensuring that resources are aligned to business priorities.
- Liaise with the Contact Centre and vice versa to resolve low-level complaints received.
- Source and support surveyors and assessors to deliver the Project's requirements
- Act as an escalation point for issues and lead resolution
- Supervising project finances, implementing and overseeing appropriate processes to ensure that projects are delivered to budget
- Customer journey supervision: Ensuring that an efficient journey is in place and followed to give a positive experience for the end user whilst balancing the need for the project to comply with scheme rules and regulations.
- Liaising with clients where needed to understand requirements and provide updates on performance
- Data management and analysis: Making use of available data sources to monitor project delivery as well as working with colleagues to develop new methods to better manage projects.
- Compliance: Ensuring that a robust audit trail is in place to evidence the correct application of processes in line with scheme/project rules and manage quality assurance activities.
- Training: Providing training and support to colleagues to aid in the delivery of the project(s). This may include the development of written guidance, the provision of training sessions, and ad-hoc support.
- Other: Any other reasonable duties commensurate with the post, which may be allocated from time to time.
- Experience in managing internal and external stakeholders
- Analytical skills including advanced use of spreadsheets
- Customer and delivery-focused
- Microsoft suite knowledge
- Ability to work well within a team as well as independently
- Experience in working to deadlines and meeting SLA's
- Strong coaching and people-development skills
- Sensitivity and understanding of vulnerable residents
