Scheduling Co-ordinator in Lutterworth

This role requires regular attendance to BACP House in Lutterworth. Our Scheduling Coordinators manage the scheduling of cases from the initial panel stages to the hearing and post-hearing stages in a timely, lawful and effective manner, ensuring their timely effective and lawful processing in a regulatory setting. To undertake the work of the Professional Conduct department in the execution of its regulatory functions, ensuring the Registers and BACP’s commitment to public protection.

Responsibilities

• Management of the planning and preparing for panels and hearings, working in both physical and virtual settings while providing excellent and timely support to everyone involved.
• Problem-solving the hearing processes for both physical and virtual events competently and independently, ensuring a smooth and as far as possible uninterrupted progress of the proceedings.
• Raising purchase orders for all Professional Conduct external stakeholders, dealing with queries and amending purchase orders, ensuring accurate records of hearings and all financial transactions and processing invoices submitted by all Professional Conduct external stakeholders, ensuring they are accurate and due for payment.
• Ensuring financial records are accurately logged and maintained to support end-of-month administration procedures and budget reviews.
• Communicating both verbally and in writing with parties to a complaint, keeping them regularly informed of the progress of the case and dealing with queries as they arise.
• Corresponding with parties to the complaint and those relevant to processing the complaint, explaining the format of the hearings and the process that will be followed.
• Supporting and assisting members and complainants throughout the complaints process, providing procedural guidance and ensuring all information is clearly presented and understandable.
• Arranging member support calls for members who are undergoing a complaint process, liaising with both contractors and our members, ensuring a professional, empathetic and timely response to all members who may be feeling vulnerable and anxious about the conduct process.
• Creating and maintaining case files to a high standard of accuracy and confidentiality, ensuring the lawful processing of information.
• Facilitating and supporting all panel meetings and hearings, ensuring their smooth and efficient running.
• Drafting instructions, preparing folios and collating evidence ahead of panel meetings and hearings for parties to a complaint, panel members, case presenters and any other relevant stakeholders.
• Developing and maintaining excellent working relationships with external contractors, ensuring they are fully supported, have the information they require to carry out their tasks under our procedures in a timely fashion, and that their instructions are followed.
• Addressing the needs of vulnerable persons and implementing reasonable adjustments where required and where complex issues arise, making a referral for direction in order to demonstrate good customer care and be compliant with disability legislation.
• Providing feedback on departmental protocols and reviewing template letters, drafting new template letters and amending existing letters as necessary and implementing them to maintain accuracy and professionalism of our communications.
• Identifying and proactively seeking advice and guidance on case progression and decisions from senior managers where necessary.
• Assisting colleagues and managers to achieve team priorities, objectives, targets and goals, giving a professional representation of the British Association for Counselling and Psychotherapy Register to internal and external stakeholders and ensuring the smooth running of the conduct processes.

Knowledge & Experience

• A-Level educated and/or significant experience.
• Worked in a complaints/regulatory environment.
• Experience of working within a fast-paced and demanding role overseeing high volumes of caseloads.
• Knowledge of the Professional Conduct Procedures and Ethical Frameworks.
• Experience of dealing with vulnerable persons.
• Excellent communication and listening skills both verbally and written, together with dealing with difficult callers, vulnerable persons and people with mental health issues.
• Excellent planning, problem solving and organising skills.
• Conscientious and responsible.
• Works well under pressure and in challenging situations.
• Committed to promoting high quality standards.
• High level of computer literacy skills across different systems; Office 365.
• Ability to implement and maintain effective relationships with people at all levels.
• Detail orientated and capable of delivering a high level of accuracy.
• Ability to maintain confidentiality and to consistently exercise discretion and diplomacy.