Retrofit Bookings Team Leader - 6m FTC
Posted 9 days ago
- Wallington, Greater London
- Any
- External
- Expires In 3 months
The Retrofit Bookings Team Leader is responsible for ensuring the successful delivery of bookings in support of retrofit projects. This is a “player manager” role which includes both carrying out bookings and overseeing the work of other bookings administrators.
This role sits within AgilityEco’s Retrofit team reporting directly to that department’s Head of Retrofit Surveying. It is expected that the Retrofit Bookings Team Leader will supervise a team of Bookings Administrators.
This role is a 6 month fixed term contract.
This role can be based from either our Aylesbury or Sutton office. Hybrid approach.
What you'll be doing:
- 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.
What we need from you:
- 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
What we offer:
- 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 value diversity and encourage people from all backgrounds and communities to apply, our teams individual life experiences are part of what makes us great and we commit to providing a safe and inclusive environment for all.
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