Scheduling Agent

Job title: Scheduling Agent

Band: 7

Location: Bristol Hybrid

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

The Role

As a Scheduling Agent, you will play a pivotal role in coordinating diaries, booking appointments, and ensuring smooth communication between claimants and health professionals. Working as part of a dynamic team, you’ll liaise with area managers and team leaders to resolve scheduling issues, handle sensitive client communications, and support other departments with administrative tasks as needed.

What We’re Looking For

We need a highly organised individual with excellent interpersonal skills, confident in managing schedules and working under pressure. You’ll need strong MS Office skills, particularly in Excel, and experience in a similar planning, organisational, or administrative role.

Exceptional communication skills, both written and verbal, are essential, as is a professional and empathetic approach when handling client calls. You should be comfortable working independently while contributing positively to a collaborative team environment.

What You’ll Bring

• Proven ability to manage diaries and organise appointments.
• Strong attention to detail and the ability to maintain accuracy while juggling multiple priorities.
• Confidence using telephone communication and handling sensitive information with confidentiality.
• A proactive mindset with the ability to follow guidelines and work with minimal supervision.

Qualifications & Experience

• Demonstrated experience in an administrative or scheduling role, preferably in an office environment.
• Proficiency in MS Word, Excel, and Outlook, with the ability to use spreadsheets effectively.
• Evidence of excellent customer service skills, especially on the telephone.
• A creative, solution-focused approach to problem-solving.

Why chose Serco?

You may have seen many different versions of the Functional Assessor role advertised across the UK and wonder why this is and who to apply for. There are multiple providers on the DWP HAAS contract - if you have the qualifications and experience, you can work for any of us, no matter where you live, so it’s important you choose the right organisation for you.

Serco can of course offer very competitive salaries and benefits; however we feel our employees deserve more than just compensation. Our commitment to you is:

• A place you can make a difference: Positively impact millions of lives, through working empathetically with claimants and delivering work you can be proud of.
• A place you can count on: Industry-leading training from Day 1, ‘internal-only’ career advancement opportunities, one-to-one support, and continued mentorship to help you keep hitting your goals.
• A place for you: Here you’ll be part of a community, with a wide range of employee networks, flexible benefits and the opportunity to have your say. We invite and listen to all our employees’ feedback, so we can continue to provide a supportive and welcoming place to work for everyone. We partner with leading organisations who provide resources and expertise so we can continuously improve and evolve our approach to colleagues’ inclusion and experience.

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

Our inclusive recruitment commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).

For support with your application, please contact ***email_hidden***

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