Pension Wise Northern Ireland Bookings Manager

Job Description

1. Respond to and manage incoming referrals via telephone and online booking systems. Signposting to other guidance bodies as appropriate and supporting employer engagement as required.

2. Use the case management system (Casebook), calendars and other software as appropriate, to schedule appointments and provide reports as required.  

3. Share responsibility for wider administration support, including client data, summary documents, appointment confirmations, reminders, rescheduling, and associated tasks.

4. Support the management of appointments and diary systems for the Pension Wise service.

5. Provide practical, administrative support to Pension Wise guiders to ensure efficient service delivery.

6. Take responsibility for incoming and outgoing emails, post, preparing letters, photocopying and scanning as required

7. Liaise with outreach locations where appropriate to support service delivery.

8. Working with Tele-Performance receiving referrals and ensuring these are accurate and co-ordinating with manager at Tele-Performance.

9. Support the wider management of the service, to include

   1. Relevant support for meetings

   2. Preparing and collating reports as required

   3. Maintaining stationery stocks and supplies

10. Abide by health and safety guidelines and share responsibility for own safety and that of colleagues, particularly in relation to outreach work.

11. Attend appropriate training, and attend internal and external meetings where agreed.

12. Other relevant duties (eg sharing domestic responsibilities) to ensure the smooth running of the service when required.

Person Specification

1. Confident telephone manner, with good customer service skills, and ability deal with clients from a range of backgrounds efficiently.

2. Some basic knowledge of pensions and third sector operations in Northern Ireland (not essential)

3. Proficient and competent use of information technology (including google products), with specific focus on usage of case management systems.

4. Ability to deal with a pressured working environment, with a methodical and organised approach to administration, and good attention to detail.

5. Ability to work independently, and monitor and maintain own standards.

6. Flexible and supportive approach, with a commitment to team working.

7. Able to understand and commit to the aims and principles of the Citizens Advice service, and its equality and diversity policies.

All interested candidates should submit their CV with a cover letter detailing their experience and interest by email.