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Purpose and Responsibilities:
As a PSTN Scheduling Officer you will:
- Work collaboratively with a diverse range of stakeholders to schedule appointments using in-house technology and reporting tools. This includes appointments at service users' homes and across our corporate estate.
- Work proactively to ensure schedules are developed efficiently to facilitate the effective allocation of staff resources and the timely completion of project milestones.
- Monitor the completion of site visits by trained operatives, ensuring records are updated and any follow-on actions identified are scheduled for completion by the responsible teams.
- Effectively manage any amendments or cancellations to bookings, ensuring these are rescheduled.
- Build and maintain strong relationships with stakeholders internally and externally.
- Communicate clearly and professionally with residents and staff, responding to routine queries or issues, and escalating these where required.
- Maintain excellent customer service in all areas of work.
- Provide administrative support to the PSTN (analogue to digital) project team.
- Undertake data entry and any other duties commensurate to the role as directed by the PSTN Team Leader or PSTN Project Manager.
- Extract information from systems or databases and provide reports to managers as part of project reporting requirements.
Skills and Knowledge
- Proficienct in the use of Microsoft Office Suite (Word, Excel, PowerPoint) and resource scheduling systems
- Ability to build and maintain relationships with a diverse range of stakeholders.
- Excellent administrative and organisation skills.
- Able to work within tight deadlines and effectively prioritise your and others' workloads, while maintaining careful attention to detail.
- Resourceful - able to fully utilise available tools to affect an efficient resolution to a problem.
- Able to communicate clearly and effectively with staff and members of the public both verbally and in writing.
- Strong problem-solving skills, particularly in managing last-minute changes or unexpected issues.
- Well-developed customer care skills, including an ability to deal sensitively with a wide range of customers and maintain good relationships with internal or external partners (including suppliers and private sector organisations).
Requirement
- Educated to GCSE level or equivalent.
- Experience of inputting and maintaining electronic data and records.
- Proven track record in managing complex schedules with multiple stakeholders.
- Ideally, experience of using a dynamic resource scheduling system and other applications relevant to the post, including use of Word, Excel and Outlook.
- Experience of liaising and negotiating with internal and external stakeholders at varying levels of seniority.
- Experience in working within a pressurised environment, prioritising and organising conflicting workloads.
