Bookings Administrator - Appcastenterprise : Job Details

Agility Eco are recruiting for an Bookings Administrator to join the team! Working as part of a small team the Bookings Administrator handles enquiries for a series of community programmes and initiatives to end fuel poverty, with the aim of helping people to keep warm in colder months and reduce their energy bills. This is a free service for residents and the Contact Centre Bookings Team undertake the processing of applications and assessment of eligibility from the public, and partner organisations, as well as securing appointments for specialist advisors. The nature of our programmes means that we are regularly dealing with vulnerable members of society, and our team need to have the confidence, empathy, and patience to talk effectively to vulnerable residents. The role includes handling internal and external call volumes, as well as completing general administrative tasks to ensure the successful delivery of a high level of customer service in line with the company’s targets, vision, service level agreements and client expectations. You'll report directly to the Contact Centre Manager. This role will be based in our Aylesbury office. What you'll be doing:

• Make outbound telephone calls to book appointments across a wide variety of programmes and initiatives in line with our performance indicators.
• Confidently answer wide variety of inbound telephone calls in line with our service level agreement, taking appropriate action to ensure customer/client satisfaction.
• Ensuring the safe handling of customer sensitive personal data at all times in line with the company data protection policy
• Working effectively with internal departments and industry partners to help deliver our full range of services.
• Ability to decide on the most appropriate means of communication (written and oral) and accurately deliver when updating, advising, and referring information to clients, customers, and industry partners.
• Maintain and update electronic work management systems in a timely and accurate fashion
• Accurate data entry across our work management platforms
• Recognise when to escalate queries and work opportunities to senior members of the team
• Completion of and editing documents in line with task to ensure accurate delivery to clients, customers and industry partners
• Ability to recognise and act upon priority works to ensure we maintain our SLA’s

What we need from you:

• Previous experience working in a Contact Centre
• Experience with vulnerable customers
• Composure when faced with difficult situations / scenario
• Excellent verbal and written communication skills
• Attention to detail.
• Comfortable with using IT platforms.
• Adaptability and flexibility
• Self-motivation and ability to work without direct supervision.

What we offer:

• Salary up to £27,907
• 25 days annual leave 
• Enhanced Maternity, Adoption and Paternity leave   
• 2 Paid volunteer days per year 
• Pension Scheme   
• Life Assurance   
• Access to employee assistance programmes   
• Online GP Service, 24 hours a day, 365 days a year   
• Discounts with national retailers   

 At Agility Eco we recognise and value the benefits from our workforce diversity. We are committed to creating a diverse and inclusive environment to develop a culture where our people feel included and valued. #AgilityEco #Appcast #LI-SG1 #LI-Onsite