Permanent, full time role based in Aylesford, Kent working 37 hours per week

Main purpose of job:
The RBLI co-ordinator provides a fast and effective link between those making a request for an assessment and those being assessed through RBLI. The co-ordinator will identify through the referral documentation and by direct contact with the customer the most appropriate assessor to complete the assessment before booking a date and location that best suits all parties. The co-ordinator is required to initiate the assessment on to the RBLI database and use this database to track every element of the assessment process until successful conclusion 10 days later.

The booking process requires the coordinator to be able to route plan the RBLI staff between assessments to ensure that they are able to meet the stringent key performance indicators that are present on this delivery contract. The booking process also requires the coordinator to be excellent at diary and time management as they are responsible for allocation of daily workloads for each RBLI assessor.

Customer queries are received on a daily basis and the co-ordinator will be the first contact point for any issues from the customer through to their employer and to those who have initiated the assessment process. As well as working on their own caseload co-ordinators will work together as part of the team to deliver a complete and efficient administrative service for the assessment programme.

Overview of the role & team:
The co-ordination team is made up of one Lead Co-ordinator who is responsible for the allocation of the workload, management information and interaction with the Head of Specialist Employment Support. They are supported by one full-time co-ordinator and one part-time co-ordinator who will be the main contact between the customer and the RBLI assessment team. This key role will require an individual to be able to work independently using their own initiative and have the ability to research and plan very quickly. In addition there will also be expected to work closely as part of the team in support of both internal and external colleagues.There will also be expected to provide information on request to the Head of Specialist Employment Support in support of the frontline delivery.

Your Key Responsibilities:
Management Information:
• Provide programme manager with specific customer or assessment information from the database as requested.
• Effective use of the Internet to plan routes to and from assessments.
• Excellent diary planning for up to for up to 16 frontline assessors.
• Maintain an acute knowledge of the key performance indicators on a daily basis and make effective use of this information when appointment booking and planning assessments.

Quality Control:
• Review all returning reports to ensure that they are of a standard outlined by RBLI.
• All accepted reports to be sent off to the commissioning body within the time restraints of our KPI's.
• Identify to the programme manager any issues or concerns with the quality of incoming reports or interaction with internal or external bodies.

Communications & Reporting:
• Excellent levels of communication both over the telephone and via e-mail to employers, employees, government departments and internal team members including the programme manager.
• Undertake a triage service with customers to establish their correct work-related needs as a result the health condition or disability.
• Demonstrate clear empathy and understanding when engaging with disabled customers.
• Work closely with colleagues within the team to build up a good working knowledge of a variety of disabilities and health conditions.

General Responsibilities:
• Become a first class ambassador for RBLI with every telephone or e-mail interaction with both internal and external enquiries.

Personal Attributes:
• Desire to deliver the best possible service at all times.
• Excellent attention to detail.
• Passionate about helping people.
• Ability to empathise to the needs of others.
• Consummate professional.
• Outstanding team player.

Skills & Experience Required:
Essential:
• Excellent communication skills.
• Excellent ability to work to tight deadlines.
• Excellent route planning and map reading skills.
• Excellent ability to diary plan.

Desirable:
• A good working knowledge of the governments Access to Work programme.
• Excellent knowledge of disabilities.
• Experience of database working including input and downloading of information.

Benefits:
RBLI offer 25 days holiday per annum pro rata, a Group Flexible Retirement Plan, Life Assurance and Childcare Vouchers .If you wish to be considered for the above role, forward your CV and covering letter including a supporting statement to recruitment@rbli.co.uk. * RBLI reserves the right to remove a vacancy at any time prior to the published closing date

NO AGENCIES PLEASE