Scheduling Agent

Scheduling Agent
Band: 7
Location: Hybrid working from Stockton

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

Key accountabilities

•    Planning diary’s up to 3 weeks in advance & booking appointments by telephone and letter correspondence.
•    Contacting claimants, arranging appointments & notifying of cancellations.
•    Liaising with Health Professionals, area manager and team managers in organising schedules and resolving issues
•    Ensure all information taken from calls/email is accurately logged on the system and, where necessary, transferred or referred on appropriately for action.
•    Supporting other departments with calls and administrative tasks as the needs of the business dictate

Essential technical and professional skills 
•    MS Office skills – a good understanding of Excel is required
•    Excellent interpersonal skills.
•    Ability to develop good relationships with customers and colleagues
•    Ability to organise and prioritise work in an effective manner.
•    Ability to work under pressure.
•    Self-motivated and able to work with minimal supervision
•    To be able to deal with all clients calls in a professional and sensitive manner
•    Able to follow guidelines to ensure all calls are answered in an concise and confidential manner
•    Confident using telephone and demonstrating both business and soft skills when taking calls
•    Ensure all information is handled in a confidential and sensitive manner.
•    Behavioural 
•    Planning and Organisation
•    Excellent organisational, analytical, prioritisation and problem solving skills, e.g. able to establishing a clear structure to your work to maximise the best use of your time and be able to make logical and solid decisions independently. Maintain high standards of accuracy often when managing multiple tasks or situations.
•    Taking Direction
•    Competent working under specific direction in line with business priority, able to listen and do as directed also to demonstrate, it is equally essential to be able to work on own initiative to achieve the business priority.
•    Team player
•    To be able to work within a dynamic team environment and display a positive ‘can do’ attitude when working with other colleagues. Good interpersonal skills – able to establish and build good working relationships.
•    Communication
•    Excellent listening skills, able to maintain a calm, professional and empathetic manner in difficult circumstances. Exceptional written and verbal communication skills, fluent English language skills: able to communicate in a clear, caring, courteous and professional manner.
•    Integrity
•    Able to demonstrate a clear attention to detail: Able to gather relevant information from customers, update customer information correctly and presenting information clearly and accurately. Ability to undertake administrative tasks in a clear and logical structure, ensuring relevant information is documented in a consistent manner.

Qualifications & Experience 
•    Previous demonstrable experience in an administrative, organisational or planning position, preferably in an office environment, i.e. can demonstrate a consistent track record of working with minimal supervision, maintaining structure and organisation.
•    Excellent Customer Service skills – particularly telephone skills
•    Communication: To be able to evidence written and verbal skills and experience
•    Able to confidently use MS Word, Excel and Outlook to a basic standard e.g. Able to use spread sheets to capture and store data in a clear and logical manner. Able to read and send emails / attachments etc.
•    Ability to work and think in a creative and innovative manner.

What we offer
•    Up to 6% contributory pension scheme
•    Life insurance
•    25 days annual leave plus bank holidays. Options for annual leave purchase
•    A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
•    A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
•    Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
•    Interesting and enjoyable work.
•    Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
 

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

How to apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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