About Us
Psicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments. We are an independent organisation, but most of our work is for the NHS, whom we are proud to support. Psicon is committed to offering the best psychological support and healthcare available. We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.
About The Role
We have an exciting opportunity for a Team Lead to join our Bookings team. This role is pivotal in ensuring the smooth operation of appointment scheduling and customer service delivery. The Team Lead will manage a team of Booking Administrators, ensuring adherence to Psicon’s standards, meeting KPIs, and driving continuous improvement in processes and service quality.
The role is based in the centre of Canterbury, Kent (Please note there is no onsite parking). We operate a 7 days a week service with the core working week for this role Monday-Friday, hours are 09:00-17:00 (30 minute break) with 4 days in office/1 day WfH (37.5h contract). Candidates will also be asked to work approx. 1 weekend day every 4 weeks, to provide "on call" management support to the weekend teams.
Principle duties and responsibilities will include but not limited to:
* Lead and manage the bookings administration team, allocating workloads and monitoring performance against KPIs.
* Oversee scheduling of pre-assessment and assessment appointments, ensuring accuracy and timeliness.
* Ensure clinic preparation tasks are completed, including document uploads, appointment detail checks, accessibility requirements, and room/equipment readiness.
* Monitor and support completion of tech calls for online assessments and ensure correct links are sent.
* Audit detailed and accurate records of client contact and ensure compliance with data protection.
* Liaise with social workers and other professionals as needed, ensuring effective communication.
* Report feedback or incidents to quality management and support audits against KPIs.
* Drive process improvements and maintain up-to-date knowledge of NDLS services.
Person Specification
* Proven experience of team management, a minimum of 2 years is required.
* Strong organisational skills and proven experience working in a target-driven or KPI-focused environment.
* High attention to detail and commitment to accuracy in documentation and compliance.
* Excellent interpersonal and communication skills.
Working at Psicon
We value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees. We pride ourselves in providing our employees with the opportunities and resources to achieve their potential. We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of;
* The best possible customer service.
* The most efficient and effective clinical work.
* A thriving and engaged workforce.
* A truly inclusive organisation.
Benefits Include
* Annual leave of 32 days a year (inclusive of bank holidays).
* Flexible annual leave scheme providing the ability to buy or sell back additional days.
* Well-being days.
* Birthday lie in.
* Pension scheme (with the option of enhancing via salary sacrifice).
* Cycle to work scheme.
* Employee Perks via Psiconnect – our reward gateway packed with discounts.
* Access to the Blue Light Card membership.
* Pastry Mondays.
* Funded social events.
* Staff well-being bursary scheme.
Additional Information / Contacting Us
* For further information please email recruitment@psicon.co.uk or call the Psicon Recruitment Team on 03308 383 106 for more information.
* Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will do our best to support you.
* Please note, Psicon operate a ‘safer recruitment’ policy and will require candidates to undergo full referencing (covering a 3-year period), an enhanced DBS check, provide evidence of up-to-date mandatory training, the right to live and work in the UK.
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