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 practise 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
• Excellent planning, problem solving and organisational skills
• 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.