Scheduling Officer

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.