Job Title: Operational Support Assistant Appointments & Scheduling Location: Dartford Reports To: Operations Manager Job Type: Full Time; 25 days holiday Bank Holidays. 6 Month Probation Period. Job Purpose To provide vital operational support by planning and scheduling appointments between residents and field-based auditors. The Operational Support Assistant ensures appointments align with client targets and deadlines, enabling efficient and timely completion of audits and associated works. Key Responsibilities Appointment Scheduling: Contact residents by phone, email, letters & text to arrange appointments for auditors or inspectors to carry out visits or works. Coordinate schedules between residents and available field staff, optimising routes and availability. Review and consider client targets and deadlines when booking appointments to ensure compliance with contractual requirements. Communication & Liaison: Act as a primary point of contact for residents regarding appointment booking, rescheduling, and general inquiries. Liaise regularly with auditors, contract managers, and operations teams to confirm appointment logistics and changes. Database & Records Management: Input, update, and maintain accurate appointment data in internal systems (e.g., FSM & scheduling software). Ensure all resident contact information, notes, and visit statuses are kept current and confidential. Operational Coordination: Generate and distribute daily schedules and appointment lists to relevant field staff. Monitor appointments to ensure successful completion and follow up on missed or delayed visits. Administrative Support: Assist with documentation related to inspections and works, including correspondence and reports. Maintain clear and organised digital and physical records of all scheduling activities. Manage front-line reception tasks, including answering incoming calls, directing inquiries, and greeting visitors. Support managers and directors with administrative and planning tasks aligned with business priorities. Compile reports based on inspection results and ensure timely distribution. Prepare, format, and distribute internal and external communications and documentation. Perform any other duties within the scope of the role, as directed by management, to support business needs. Skills & Experience Required Previous experience in administrative support, scheduling, or customer service (ideally in housing, facilities, or auditing services). Excellent verbal and written communication skills. Proficient with Microsoft Office Suite and scheduling/database systems. Strong organisational skills and attention to detail. Ability to manage multiple priorities and respond to last-minute changes. Professional, polite, and empathetic when dealing with residents and colleagues. Discretion and understanding of confidentiality when handling sensitive information