Human Resources & Development - Form 35

The Booking Agent role involves receiving and making calls on behalf of the DemandResponsive Transport (DRT) service to accurately manage customer bookings and thoseenquiring about using the service. This role is a key member of the team and will contributeto the effective delivery of the service and ensure customer satisfaction is achieved. Theywill have good IT skills and an excellent telephone manner, with experience of customerservice.Who will your manager be and what will you be responsible for?You will be:

• reporting to the Demand Responsive Transport (DRT) Coordinator who is in turn
responsible for your health and safety, training, and development.
• Be responsible for ensuring customer enquiries and bookings are actioned, and
customer satisfaction is monitored and improved upon.What will you be doing?
• Provide effective administration support with responsibility for providing frontline
public transport information and taking bookings for the DRT service.
• Taking telephone calls via our dedicated booking line, ensuring customers can
book their required transport or ask any questions relating to the service.
• Recording concessionary passes of customers within our online booking systems,
allowing customers to then book their transport for free.
• Take payment over the telephone for customer bookings, who are not able to
access the smart phone application.
• Provide information and advice to all customers who are enquiring about the
service over telephone or email. Also ensuring customers with hearing or visual impairments are assisted to make bookings and enquiries.
• Actioning any customer complaints via telephone or email with a written response
and find ways to ensure their complaint is actioned and resolved.
• Provide administrative support including word processing and mail merging,
scheduling meetings, maintaining filing and records management systems, mail opening/scanning/logging/distribution and photocopying.
• Work as a member of the team sharing best practice in relation to the
development and review of effective and efficient administrative systems, protocols, and procedures, suggesting improvements to administrative standards and procedures where possible.
• Updating pre-existing bookings on the VOC system to ensure sharing
opportunities are factored in.
• Provide relief duties on the dispatch desk as and when required, including
opening, and closing the depot, using alarm systems and key allocation. Reporting driver absence and reporting urgent delays or incidents to the DRT Coordinator and/or duty officer.
• Have a good understanding of all IT packages including Microsoft Outlook, Word,
Excel, and SharePoint. Also, around the use of phone software applications.
• Ensure compliance with the technology provided and regulate its use for council
required services only.
• Assisting in resolving service problems and difficulties, providing solutions to
situations that may arise.
• Provide effective communication to the drivers ensuring their passengers are
collected and update the back-office system (VOC), to ensure routes run as they should.
• Provide the team with information about road closures, traffic and obstacles that
may hinder their journey.
• Assisting in dealing with operational issues and make appropriate arrangements.
• Have a strong ability to build rapport with a diverse range of people.
• Have the skills and knowledge to support individuals within our communities who
may have additional needs and/or disabilities.
• Adhere to all the Councils policies and procedures in relation to Passenger
Transport services.
• Assist in public roadshows or events assisting in publicising the service to
customers and answering any of their questions.The above duties are an illustrative outline and are not an exhaustive list. You will beexpected to become involved in a range of work to enable the service to respond effectivelyto the changing requirements of the Council and changes affecting the workforce.What we expect of youYou will:
• adopt a customer focused approach when delivering your service, ensuring
engagement with service users and maintenance of an appropriate personal profile,
• act as an advocate for your service and work collaboratively with colleagues across
the whole Council to meet the needs of the people of Shropshire,
• meet individual, service and personal development targets agreed through the
Personal Development Review Process, learn from experience, and are committed to continuous improvement individually and as an employee of the Council,
• work with colleagues to meet your team's key performance indicators, support a
culture of team working and ensure the team functions successfully in support of the Council's corporate and service objectives.
• meet the behaviours and competencies adopted by the Council in the way in which
they achieve their objectives and carry out their work.What are your conditions of ServiceThe conditions of service are those laid down by Shropshire Council, which have beenadopted and amended as necessary from those laid down by the National Joint Councilfor Local Government Services.

As Shropshire Council we are rightly proud of our achievements and we have proven tobe a resilient local authority in our response to the many challenges we overcome,particularly over recent years. We will be continuing this momentum with ambition and afocus on delivering our four key priorities outlined within the Shropshire Plan: HealthyPeople, Healthy Environment, Health Economy, and Healthy Organisation.We are committed to achieving this by aligning everything we do to our vision 'Shropshire- living the best life;' to tell everyone that Shropshire Council is a great place to be.We will enable a skilled, happy, healthy, diverse, inclusive, empowered, and proudworkforce that influences and leads change, addressing any inequalities.As a member of the Public Transport Team within Passenger Transport Group, you willsupport the achievement of these key priorities, making a real difference to the lives ofpeople in Shropshire.The Passenger Transport Group provides a wide range of passenger transport servicesfor Schools, Colleges, Special Educational Needs (SEN) Pupils, Social Care and PublicTransport passengers. The team are committed to providing high performing transportsolutions for its clients at a competitive cost using innovative procurement solutions.


• The post is Permanent, for 20 hours per week,
• Normal office hours are 7am - 7pm Monday - Friday and 7am - 7pm Saturday
with a minimum lunch break of 30 minutes., Annual leave entitlement is a pro rata flat rate scheme of 207 hours (28 days) annualleave plus bank holidays, with five days extra awarded to those staff with five years localgovernment service giving an entitlement of 244 hours (33 days). Two days of anemployee's allowance (pro rota for part time staff) must be taken at Christmas for anypotential Christmas closures. Employees who work in a building/service which is requiredto open over the Christmas period, the two days leave (pro rota) can be carried over intoyour next leave year but must be used by the end of March.The appointment is subject to one months' notice in writing on either side.The appointment is subject to six months' satisfactory probationary service during whichtime the notice period will be one week on either side.Smoking is not allowed in Council buildings, in Council vehicles or in any Council place ofwork.It is a condition of your appointment that you provide a suitable vehicle for the performanceof your duties and that this is readily available for use during normal working hours. Youare entitled to claim for reimbursement of the costs of travel on council business at the rateof 45 pence per mile.What pre-employment checks will we undertake?The appointment is subject to receipt of the following pre-employment checks; 1. Satisfactory employment references, 2. Medical report, 3. Evidence of the qualifications required for the post/listed on your application form.