Booking Consultant in Sutton

Job Role

OOH Bookings Consultant

Reports to

Bookings Manager

Base

Remote with training provided at our Sutton Office, SM1 1JB

Job Overview

Working within the healthcare recruitment industry, the Booking Consultant plays a key role in supporting field staff and acting as the primary point of contact for both new and existing clients.

This position is central to the day-to-day running of business operations and includes maintaining accurate updates, coordinating handovers, and contributing to the wider operational needs of MCS Healthcare, Med Gen England, and Med Gen Ireland.

The position demands considerable attention to detail and a thorough understanding of appropriate clinical, social, or mental health placements to ensure end users receive the care they need.

Flexibility and adaptability to address the needs of the wider business make this a critical role within our organisation.

Your Role(s)

• Staff Placement & Booking Management
• Daily placement of appropriate staff within home care or acute packages.
• Managing individual booking requests from clients.
• Understanding the various staffing pools (Clinical Nurses, Mental Health Nurses, Specialist Nurses, General Healthcare Workers, and Mental Health Support Workers).
• Ensuring all allocated packages maintain 100% fill rates.
• Reviewing all unfilled schedules to identify reasons for non-delivery and collaborating with supporting teams to find lasting solutions.
• Completing routine and complex tasks completely, without direct supervision
• Client & Candidate Communication
• Acting as an initial point of contact for Med Gen, MCS, Scotland and Ireland customers
• Presenting professional, courteous and knowledgeable behaviour to clients, service users, field staff and colleagues alike
• Monitor all inboxes every 30 minutes.
• Responding to emails from clients and candidates via the company mailbox.
• Check call logs for any missed calls every 30 minutes and actively respond to all missed calls.
• Creating detailed end-of-day handovers to ensure smooth communication flow.
• Providing guidance and support to customers
• Rota & Schedule Management
• Managing and updating individual client rotas.
• Allocating nurses and health care support workers to requested bookings for Med Gen, MCS, Scotland and Ireland.
• Managing and resolving complaints or complex queries from clients and field staff in a timely and professional manner.

You will be expected to respond to and manage any urgent enquiries directly, ensuring appropriate action is taken, while effectively documenting and communicating any non-urgent matters to the wider bookings team as part of your daily handover.

• Document & System Management
• Maintaining accurate and up-to-date information on bookings, candidates, and clients within all used system including Salesforce, and Log My Care.
• Filing daily reports or incident logs appropriately and keeping records organized.
• Incident & Quality Management
• Immediately reporting any concerns or incidents to the complaints team.
• Consistently delivering high-quality customer service in a fast-paced, telephone-based environment.
• Administrative Duties
• Maintain up to date awareness of all Company Communications and policies.

Objectives

• Deliver an industry leading level of service to our clients, achieving a team target of 95% of all calls being answered within 15 seconds and review and action all missed calls and emails within 30 minutes for Med Gen, MCS Healthcare, Scotland and Ireland.
• Produce structured and detailed end-of-day handovers across all businesses with clearly defined headings to prioritise key information, ensuring a seamless transition and enabling the incoming Booking Consultant to take immediate, informed action.
• Maintaining daily oversight of Log My Care reports. And reporting Accurate and timely incidents to complaints and clinical leads with urgency.
• Maintaining accurate and up-to-date information on all systems i. e. Salesforce, and Birdie with package or shift updates.

What is expected of you?

• Good communication skills- the ideal candidate can manage and communicate information clearly and concisely to line managers, colleagues, and database workers.
• Persuasive and able to control conversations effectively.
• Disciplined in working to deadlines and adhering to agreed plans.
• Experienced and sensitive in handling confidential information
• Ability to adapt to change.
• The ability to work quickly, accurately, and consistently under pressure.
• Great organization skills and strong attention to detail
• Calm and professional when working under pressure.
• Time Management/ Prioritizing skills
• Problem solving – Finds creative solutions to challenging staffing problems.
• Client management - Building continuous relationships with existing and new clients.
• Ensure Emails are read and actioned appropriately.
• Read and File daily reports from candidates, report any possible safeguarding concerns or complaints to relevant team.
• Attend to other team queries that are relevant to your work e. g., payroll, compliance, complaints, clinical lead etc.
• Additional Benefits

We know that, to achieve our vision, it is our people who will make the big difference.

In order to attract the strongest talent, we offer a competitive reward and benefits package.

• Annual leave is calculated on a pro-rata basis
• Additional day of leave for your birthday.
• Company pension scheme
• Long service awards
• Annual Summer & Christmas events

We’re proud to have a range of schemes, which recognise the achievements of our staff and show our appreciation of their contributions.

Our Monthly Team Stars of the month and Business Champion awards provide a way for managers to reward and recognise colleagues who go that extra mile.

Ongoing Career Development Opportunities

Any Successful candidate can have a long and happy career at Med Gen.

Once proven as competent at all areas of this role there are opportunities for progression to move into more senior positions within the various departments of the company.