Retrofit Bookings Team Leader
Posted 2 days ago by
Appcastenterprise
- Make outbound telephone calls to book appointments across a wide variety of programmes. Use other channels such as email and letters where appropriate, and handle inbound customer contact
- Oversee bookings activity day to day, including the training, mentoring and monitoring of bookings administrators
- Update trackers and other systems with outcomes of bookings attempts, ensuring high accuracy and data quality
- Ensuring safe handling of sensitive personal data at all times in line with the company data protection policy
- Issue workloads and ensure that resources are aligned to business priorities.
- Liaise with 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 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.
- Liaise 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 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
- Experience within customer services and delivery to targets
- Understanding of Digidesk and Bria
- Basic skills in data collection and analysis
- Strong coaching and people-development skills
- Analytical skills including advanced use of spreadsheets
- Customer and delivery focused
- Excellent communication skills – oral and written
- Attention to detail
- Creative thinking
- Ability to work well within a team as well as independently
- Experience of working to deadlines and meeting SLA’s
- Creative thinking
- Sensitivity and understanding of vulnerable residents
- 25 days annual leave
- Enhanced Maternity, Adoption and Paternity leave
- Pension Scheme
- Life Assurance
- Access to employee assistance programmes
- Online GP Service, 24 hours a day, 365 days a year
- Discounts with national retailers
#AgilityEco #LI-SG1 #LI-Hybrid #appcast
Reference: 53036126
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