Bookings Administrator

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
  
  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.
  
  AgilityEco is a mission-led BCorp business that provides a range of services supporting energy efficiency and retrofit into domestic properties in Britain - especially in fuel poor and vulnerable homes.
AgilityEco has grown to become one of the leading delivery organisations for energy efficiency and retrofit programmes in Britain, supporting over 36,000 households in 2022/23, delivering nearly 95,000 energy efficiency measures and generating £75m in lifetime bill savings. Working with hundreds of partner organisations, including partnerships with 365 local authorities, we provide a range of services for energy companies, homeowners, installers, local authorities and social housing and private landlords. Find more on our brand here: https://www.agilityeco.co.uk/ Agility Eco is part of M Group Services, a trusted employer of over 11,000 skilled specialists, delivering a range of essential infrastructure services within the water, energy, transport, and telecommunications sectors in the UK & Ireland. M Group Services operates in an exciting industry that regularly presents opportunities for growth. In our commitment to the environment and society through our Environmental, Social, Governance (ESG) work, we are recognised as 'Industry Top Rated', and as a forces-friendly employer, we hold the Armed Forces Gold Covenant. We work hard to build and maintain an inclusive environment where our people feel included and valued.


• 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