[Hiring] Bookings Coordinator @Legends EOR

Role Description

The Bookings Coordinator is responsible for managing incoming job instructions, contacting tenants, arranging appointments and coordinating engineer diaries to ensure jobs are booked accurately and efficiently.

• Minimum of 100 outbound calls daily.
• Maintain accurate ServiceM8 records.
• Manage cancellations and follow-up appointments.
• Communicate with letting agents and tenants.
• Ensure bookings comply with scheduling rules, including engineer availability, qualifications, travel distances, materials requirements and daily job values.

Key Responsibilities

• Job Intake & ServiceM8 Administration:
  • Upload new instructions from letting agents received through email, portals and Safe2 onto ServiceM8 on the same day.
  • Accurately capture client and agent details, property addresses, landlord information, tenant contact details, job types, service descriptions, reference numbers and access instructions.
  • Attach the correct job templates, checklists and forms for engineers.
  • Identify missing or unclear information and follow up with letting agents immediately.
• Tenant Communication & Appointment Booking:
  • Make a minimum of 100 outbound calls daily to tenants, supported by SMS and email follow-ups.
  • Arrange appointments within AM (8:00 AM – 12:00 PM) or PM (12:00 PM – 4:00 PM) windows.
  • Explain the purpose of each visit, expected duration and access requirements, including consumer units, boilers and all rooms where applicable.
  • Coordinate key collections with letting agents when tenants cannot be present.
  • Record every call attempt, outcome, confirmation and access arrangement in ServiceM8.
  • Follow up with unresponsive tenants using a structured contact process, including attempts across different days, and escalate unresolved bookings to letting agents.
• Engineer Diary Management:
  • Allocate appointments to appropriately qualified engineers, grouping jobs geographically to minimise travel.
  • Maintain engineer diaries three days in advance.
  • Rebook cancellations, unsuccessful access visits and follow-up appointments promptly.
  • Send appointment confirmations and day-before reminders to tenants.
  • Keep letting agents informed of booking progress, access difficulties and rescheduled appointments.
  • Ensure engineer days achieve a minimum booking value of £400, with a standard EICR day comprising four inspections per engineer.
  • Keep travel between consecutive appointments within 45 minutes, excluding Kserve away work.
  • Assign gas and plumbing work only to designated plumbers (Tom, Lewis, Chris and Antony), and electrical, damp and mould, and EPC work to appropriately qualified engineers.
  • Allocate appointment durations according to the specified service requirements, ensuring booked time matches chargeable time.
  • Book appointments within AM or PM windows rather than fixed appointment times.
• Remedial Works & Follow-Up Visits:
  • Schedule approved remedial works after confirming that the required materials are available.
  • Check the materials sheet before scheduling remedial or installation jobs.
  • Arrange return visits required to issue new certificates following remedial work.
• Daily Diary Issues & Reporting:
  • Review and resolve issues identified in the twice-daily diary reports at 7:30 AM and 2:00 PM UK time.
  • Address material shortages, inefficient travel routes, excessive appointment durations and incorrect engineer assignments.
  • Maintain complete ServiceM8 records covering calls, confirmations, key arrangements and access notes.

Qualifications

• Experience handling high-volume outbound calling of 100 or more calls daily.
• Experience managing diaries or booking appointments.
• Confident using PCs, email and spreadsheets.
• Fast and accurate data entry skills.
• Clear, polite and persuasive telephone communication.
• Good written English.
• Ability to manage a busy diary and consistently follow established processes.
• Calm under pressure and self-motivated when working remotely.
• Takes ownership of responsibilities and persistently follows up until appointments are booked.

Requirements

• Experience scheduling field engineers within trade, compliance or property businesses.
• Experience using ServiceM8 or similar job-management systems, including Jobber, simPRO or Commusoft.
• Experience communicating with UK tenants and letting agents.
• Previous experience working remotely for a UK business.
• Understanding of UK addresses and geography.
• Basic knowledge of EICRs, gas safety, damp and mould, and EPCs.
• Commercial awareness of diary optimisation, efficient routing and minimising engineer travel time.