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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