Visit Management Administrator

Face2Face Contact Limited is one of the UK's leading Field Services companies specialising in providing external field agency solutions primarily to the utilities sector. Our Head Office is based in Stratford upon Avon.

Job Purpose

As a Visit Management Administrator you will be responsible for the daily management and completion of specialist visits being conducted by our Field team on behalf of our Clients.

Visits are performed for varied reasons such as payment negotiation, payment collection, gas and electricity meter inspections, customer reconnection, property status reports, occupancy verification and vulnerability / health and safety checks. The aim of the visit is to ensure the relevant account is resolved in a timely and efficient manner, with the best possible outcome achieved for all concerned.

Your role will therefore require you to work with the Field team to allocate, plan and monitor both completion and performance of these visits. It is imperative that the visits are performed within client SLAs and performance targets, and in line with both business and client requirements, along with all legislative responsibilities. All tasks must be carried out in an accurate and timely manner.

This role will involve regular communication, both electronically and verbally, with Field Representatives performing the visits to ensure the most appropriate course of action is taken, with considerations always given to customer needs, vulnerability and any safety matters. There will also be a need to liaise with Clients and internal colleagues to meet the needs of all concerned.

Our work is closely monitored and highly regulated so it is necessary to ensure all processes are followed carefully and correctly, and that company records (including paperwork) are updated fully and accurately.

Responsibilities

• Allocating and Planning visits in line with client SLAs and company processes. This will include dealing with the account referral and new business load on some occasions.
• Organising and/or the printing of lettering and visit packs, and the despatch of lettering and visit packs.
• Pro-active and Reactive telephone calls / emails to organise and manage site visits.
• Updating the system so all planned visits are recorded to allow for clear visibility of account status.
• Offering assistance and support to Agents when completing their visits.
• Liaise with Clients as needed to resolve and complete individual accounts correctly.
• Highlight and fully record any vulnerability found when dealing with an account.
• Highlight and fully record any safety issue or concern found when dealing with an account.
• Update and/or result accurately fully detailed reports on each account when any visit activity has taken place.
• Update the system with appointment dates and times agreed with a customer, along with any specific request in relation to a visit or any other feedback given.
• Pro-actively follow up on any planned action at account level to ensure work was completed as planned.
• Result accounts on the system with a high level of accuracy so the Client is able to complete any follow up action as necessary.
• Quality checking returned visit reports to ensure the standard of the visit is acceptable, and that the visit has been conducted in line with requirements. Arranging any subsequent revisit needed.
• Production and issue of client returns reporting.
• Perform various activities in relation to agent's holdings and any overdue accounts. This will include generating reports, communicating with agents, providing updates, distributing reports as needed, liaising with clients as necessary and sourcing alternative cover for the visit if required.
• Highlighting any performance related matter to the management team, including any suggestions for agent re-training or audit requirements.
• Daily management of various email inbox relating to agents and visits.
• Completion of job cancellations in a timely manner and in line with business and Client processes.
• Prepare any documentation required for agent remuneration.
• Pro-actively look to improve a process through feedback to your management team.
• Aim to achieve all performance and quality targets.
• Adhere to all industry, company and client guidelines when handling accounts.
• Pro-actively look towards continual improvement or build a process when required.
• Attend, and have input, in to meetings as required.
• To comply with the company's Quality Policy by following all QMS procedures and related work instructions.
• To co-operate in the operation of the company's health, safety and environmental management systems.
• Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities in order to preserve data securely.
• To comply with all legal, regulatory and statutory requirements as defined by the company
• To ensure the fair treatment of customers is central to all behaviour and activity.

Skills & Attributes

• Good/Competent I.T. skills with accurate keyboard skills.
• Excellent interpersonal skills and ability to communicate effectively with a wide range of people, both orally and written.
• Tact, diplomacy and empathy whilst achieving appropriate solutions.
• Experience of telephone work.
• Flexibility and adaptability in approach to all work activity and timescales.
• Self motivated with a positive attitude.
• Ability to react to change in a positive manner.
• Work as a team player with the ability to organise individual workload to maximise your effectiveness.
• Professional and approachable at all times.
• Pro-active and has the ability to use own initiative.
• Knowledge of the Utility industry is desirable however not essential.