Visit Management Administrator
Location:Stratford upon Avon (hybrid after training)
Hours:Mon-Fri 37.5 hrs
UK-based field services organisation providing external field agency solutions to the utilities sector.
Job Purpose
As a Visit Management Administrator, you will be responsible for the daily management and completion of specialist visits conducted by field teams on behalf of clients. Visits may include payment negotiation or collection, meter inspections, reconnections, property status reports, occupancy verification, and welfare or safety checks.
You will allocate, plan, and monitor visit completion and performance to ensure all activity meets client service levels and business requirements. The role involves regular communication with field representatives, clients, and internal colleagues, ensuring all tasks are handled accurately, compliantly, and in a timely manner.
Responsibilities
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Allocate and plan visits in line with client SLAs and company processes.
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Prepare and dispatch visit packs and related documentation.
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Handle calls and emails to organise and manage site visits.
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Update systems with visit details, outcomes, and appointment information.
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Provide support to field agents during visit completion.
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Liaise with clients to resolve account queries.
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Record and escalate any vulnerabilities or safety concerns identified.
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Follow up on actions to ensure visits are completed as planned.
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Conduct quality checks on returned visit reports and arrange revisits if required.
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Produce and issue client reports.
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Manage overdue accounts and agent performance reporting.
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Highlight performance or training concerns to management.
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Manage relevant email inboxes and process job cancellations.
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Prepare documentation for agent payments.
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Suggest and support process improvements.
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Participate in meetings as required.
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Comply with company quality, health and safety, and data security policies.
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Ensure fair and ethical treatment of customers at all times.
Skills & Attributes
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Strong IT and accurate keyboard skills.
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Excellent verbal and written communication skills.
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Tactful, diplomatic, and empathetic in resolving issues.
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Experience in telephone-based work.
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Flexible, adaptable, and self-motivated.
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Positive attitude and ability to work as part of a team.
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Organised and proactive with good initiative.
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Professional and approachable demeanour.
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Knowledge of the utilities sector is desirable but not essential