Court referred & Out of Court Resolutions (OoCR) - Delivery Coordinator Reports to: Service Operations Manager Purpose: The purpose of this position is to liaise and coordinate with relevant individuals within the business to ensure the effective planning and delivery of court referred and OoCD courses, both digital and venue based, to maximise conversion rate of offender referrals to client bookings. It is critical that you continually question and challenge all current internal process and procedures with a view to seek efficiencies, that maintain us as market leader. Your role will require a close working relationship with the Service Operations Manager, contact centre staff and the Head of Police responsible for Court referred and Out of Court Resolution orders, and the associated trainer panel, ensuring that you develop a robust and effective communication channel, that will allow for a holistic appreciation of the challenges each face. Responsibilities: Liaising on a daily basis with the Planning Team and monitoring the long and short-term planning of all Court Referred or Out of Court Disposal Order Educational courses, that meets the ever-changing demands of our clients and contracts against forecast. Responsible for coordinating activities to promote uptake of conversion of referrals. For example, letters / emails (1st contact, midpoint, and final notice), SMS and direct telephone cold calling. Responsibility for ensuring TTC webpage homepages for DDRS and OoCD’s are updated and to offer suggestion for development / improvement. Take responsibility in the event of a short notice cancellation for coordinating the required action with staff in the contact centre; ensuring clients are contacted and provided with an alternative course. Continually review course utilisation rate to ensure optimum spaces bookable in line with demand. Liaise with planners and training department. Ensure DDR Non-Completions processes are completed daily Responsible for ensuring accuracy of course availability on the DDR JAUPT (DVSA) Website Monitor and report on compliance with all internal and external scheme guidelines are adhered. Responsible for minimising transfers out to other providers. Provide regular feedback and insight reports to stakeholders. Continually work towards improving provided services and quality assurance. Ensure compliance, legal, health and safety obligations. Uphold GDPR compliance. Proactively handle any arising issues and troubleshoot any emerging problems on a day-to-day basis. Monitor and work to minimise cost of “Special Requirements”. Adhere to the company complaints policy when dealing with customer complaints When required, liaise in a professional manner when representing TTC with external stakeholders. Liaise with colleagues in a professional and helpful manner to ensure effective organisational development. Attend training and development required to develop knowledge and skills to undertake your role to the required standard. As set by the Service Operations Manager, work to achieve company, contact centre, team and personal KPI’s as agreed. Competencies: A passion to deliver exceptional customer service and thrive in a demanding environment. Patience and ability to remain calm and productive when dealing with challenging behaviour. Outstanding verbal and written communication skills. An aptitude to learn new systems, services, processes and undertake training as required to develop knowledge and skills. Take ownership of any challenges through to resolution. Agile and open minded; able to react to change positively. Comfortable communicating across a wide business and able to tailor communication to meet the individual’s requirements. Experience in customer service, leadership, and logistics may be advantageous. Good computer skills and the ability to use business support software. Strong customer service, project management, and quality control skills. Good resource planning skills. Excellent leadership and customer service skills. Strong teamwork skills and attention to detail.