Appointments Administrator

**About us**

Groundwork is the community charity with the green heart.

We offer an attractive working environment, based in the heart of the Valleys Regional Park,

**JOB TITLE**:Appointments Administrator

**LOCATION**:Groundwork Wales Offices, Pontllanfraith(or any other location within the Caerphilly County Borough as appropriate). This is an office based role.

**CONTRACT PERIOD**:Permanent

**WAGE/SALARY** £20,971.60 per annum

**RANGE**:
**RESPONSIBLE TO**:Head of Operations and Programmes

**NUMBER OF HOURS**: 37 hours per week - flexible to meet the needs of the business.

**JOB PURPOSE**

To make outbound calls to arrange water efficiency home visits and to support the administration of this target driven programme.

To convert sufficient numbers of calls to confirmed appointments, and to effectively manage the diaries of the officers making the visits.

To keep administration and management information systems up to date at all times.

**MAIN AREAS OF RESPONSIBILITY**

To make outbound phone calls to secure firm appointment bookings

To follow up on inbound leads and call backs.

To manage the bookings diaries for a team of officers

To update the Customer Relationship Management system

To keep accurate records of programme performance

To perform general office duties including but not limited to photocopying, scanning, filing, record keeping and administrative support

To undertake any other duties, which may reasonably be regarded as within the scope of responsibility of the post as defined by the Line Manager

To be responsible for managing and reporting concerns, and for putting into place procedures to safeguard children and vulnerable adults in the organisation

To be responsible for the safety of personal information within your role, in accordance with GDPR regulations; to comply with the data protection principles and to ensure that personal data is not disclosed outside the organisation's procedures

To be responsible for the Health and Safety of all clients, beneficiaries, volunteers and staff while working on Groundwork projects and sites

It is expected that you will have relevant experience relating to all of the above. Training, support and guidance will be provided as part of ongoing development.

**PERSON SPECIFICATION**:
**Essential, Qualifications and General Experience,**

GCSE or equivalent in English and Mathematics

An appropriate qualification or proven experience in an office-based role

Excellent telephone manner

**Specific Technical Experience and Ability**,

Excellent customer service skills

Excellent written and verbal communication skills

The ability to communicate with others, both within and outside of Groundwork Wales and to work as a committed and supportive team member

**Thinking skills**

Problem solves and makes decisions

Shows initiative and proactivity

**Planning and organising**

Prioritises and Plans

Organises resources to achieve goals

**Managing, leading and teamwork.**

Works well with others

Reports concerns

Assists in generating team and community spirit

**Communicating.**

Uses listening, questioning and clarifying skills

Communicates openly and regularly at all levels

**Desirable.**

A full, clean driving licence.

Experience working in a high volume call centre.

Ability to communicate in Welsh (or willingness to learn)

**Job Types**: Full-time, Permanent

**Salary**: £20,971.60 per year

Schedule:

- Flexitime
- Monday to Friday

Work Location: In person

Reference ID: Appointments Administrator