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- Tasks: Lead a team of Schedulers to ensure timely claimant consultations and exceptional customer service.
- Company: Join a dynamic organisation focused on delivering high-quality services.
- Benefits: Comprehensive training, career progression opportunities, and access to internal learning resources.
- Why this job: Make a real difference by improving processes and supporting your team in a fast-paced environment.
- Qualifications: Experience in customer service and strong interpersonal skills are essential.
- Other info: Flexible working environment with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
The Scheduling Manager will lead and manage a team of Schedulers, ensuring that all claimant consultations are processed and scheduled within the specified timescales as set out by the Target Performance Levels for both WCA and PIP, and that all claimants receive exceptional customer service, which includes being treated with care and respect and that any additional needs are accommodated.
Responsibilities
- Monitor the performance of your team to ensure that the relevant Target Performance Levels are consistently achieved.
- Coordinate work for and develop a team of Schedulers, including undertaking monthly 1-2-1 performance reviews, annual appraisals and creation and maintenance of a personal development plan.
- Monitor team performance daily / weekly / monthly and support with data collation to show team results.
- Oversee your team to ensure that the relevant activities are undertaken within the DWP systems to open slots and subsequent appointments for each assessment centre and to ensure that manual scheduling is undertaken where required.
- Monitor the awaiting scheduling queue and manage resource to ensure the required service level is achieved.
- Carry out effective workload reviews and be able to identify and collate weekly performance forecasts.
- Undertake assurance and quality checks to ensure that existing team members are meeting the required quality standards and to identify best practice and any areas for development.
- Identify and address any areas of concern surrounding time keeping, behaviour, conduct, performance and attitude at the earliest opportunity, working in liaison with the Rota Manager and the People Team where appropriate.
- Maintain good working knowledge of the policies and processes to which Advisers must adhere (i.e. Quality Assurance; Compliance; Data Protection), ensuring completion of mandatory learning and implementation into working practices.
- Champion process improvements and be proactive in identifying and implementing changes to process to support efficient delivery of targets and Continuous Improvement.
- Promote and support the sharing of best practice within the team to support the development of a highly performing team and service.
- Deputise for Rota Manager in meetings and in any other duties as and when appropriate.
Essential Criteria
- Knowledge of either WCA or PIP Assessment process.
- Demonstrable delivery of customer service excellence and high performance in past and current roles.
- Exceptional interpersonal skills.
- Proactive team player.
- Strong planning, time management and organisational skills.
- Strong influencing and relationship management skills.
- Excellent presentation, written and verbal communication skills.
- Excellent level of literacy and numeracy.
- Good IT Skills, including MS Word, Excel, PowerPoint, and Outlook.
- Ability to multi-task and deliver against a number of priorities without compromising on the quality of delivery.
- Ability to work flexibly and under pressure in a fast-paced, dynamic environment.
Training & Development
- Comprehensive onboarding and role-specific training.
- Opportunities for professional development and career progression within Back Office Operations.
- Access to internal learning resources and continuous improvement initiatives.
Scheduling Manager employer: Ingeus UK
Contact Detail:
Ingeus UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scheduling Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how they align with your experience. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s your turn in the hot seat.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Scheduling Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with WCA or PIP processes. We want to see how your skills align with the role of Scheduling Manager, so don’t hold back on showcasing your relevant achievements!
Show Off Your Customer Service Skills: Since exceptional customer service is key for us, share specific examples of how you've delivered outstanding service in past roles. This will help us see your commitment to treating claimants with care and respect.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language and structure your thoughts well. We appreciate a well-organised application that’s easy to read!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Ingeus UK
✨Know Your Stuff
Make sure you brush up on the WCA and PIP assessment processes. Understanding these will not only help you answer questions confidently but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed a team in the past. Highlight your experience with performance reviews, personal development plans, and how you've championed process improvements.
✨Demonstrate Customer Service Excellence
Be ready to discuss specific instances where you've delivered exceptional customer service. This is crucial for the role, so think about how you treated customers with care and respect in previous positions.
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might even want to prepare a short presentation on a relevant topic to showcase your skills during the interview.
