Sep
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Administrator
September 26, 2018 | Comments Off on Administrator
The role of Appointment Co-ordinator is a key role to ensure Customer appointments are booked and met to avoid poor Customer Services, complaints, re-booking time and GSS fines. Responsibilities that will apply to this Job include but are not exclusive to the following:-
- Ability to work across client workstreams on all Appointment works
- Ensure the Customer experience is as clear and informative as possible
- Manage Outlook diaries and provide whereabouts/beenabouts where required
- Keeping IT systems updated to ensure visibility of appointments by Kier and Client staff
- Ensure the Customer is fully aware of the appointment and the type of appointment it is i.e Fixed Time, AM/PM, 2 hour
- Manage all associated telephone calls to book and amend customer appointments
- Manage any last minute staff un-availability as much as possible to try and avoid a missed appointment
- Send SMS Reminders out each afternoon to try and avoid missed appointments
- Ensure you confirm exact location so we can complete ours works first time and avoid aborted visits and having to re-book
- 95% Appointment attendance rate
- <5% Customer Not Present Rate
- Client SIM (Service Incentive Mechanism) score not adversely affected by the Appointment Process
- Experience working in a back office Customer Service environment
- Good telephone manner
- Good people skills
- Methodological
- WOMS, Ellipse, CRM
- Microsoft Excel, Outlook
- Ability to work under pressure.
- Organisational ability
- Time management
- Good communicator
- Ability to understand numerical and statistical information
- Good communication skills.
- Good team player.
- Versatile
- Reliable
- Honest
- Methodical
- Attention to detail
- Ability to work on your own initiative
- Trustworthy