Bookings Administrator

SWAN is a long established community-focused charity serving the area of Bath and North East Somerset.

The Bookings Administrator plays a vital role in the smooth day to day running of SWAN’s community transport service. The postholder will coordinate passenger journey requests from initial enquiry through to completion, matching journeys with volunteer drivers, maintaining accurate records and ensuring that passengers, drivers and partner organisations receive clear and timely information.

This is a busy, people-focused role requiring excellent organisation, accuracy, good judgement and the ability to manage changing priorities calmly and effectively.

Key Duties and Responsibilities

• Receive and respond to all telephone, email and other enquiries from passengers, families, carers, professionals and partner organisations.

• Respond to journey bookings and ensure all necessary information is requested and recorded accurately using SWAN’s booking system, RoadXS.

• Create positive rapport with volunteers and passengers, and promptly communicate any changes, cancellations or problems to the relevant parties.

• Monitor upcoming journeys and proactively identify bookings that still require drivers or further action.

• Prioritise workload appropriately, particularly where journeys are time sensitive or passengers may be vulnerable.

• Handle personal and sensitive information appropriately and maintain confidentiality at all times.

• Recognise and report safeguarding concerns in accordance with SWAN's safeguarding procedures.

• Carry out general administrative duties associated with SWAN’s charitable objectives.

• Work collaboratively with colleagues to ensure continuity of the booking service and effective handovers.

• Hosting and helping with the organisation of Cuppa and Chat sessions for SWAN’s isolated passengers at local venues.

• Undertake other reasonable duties appropriate to the role as requested by the Community Transport Scheme Manager or CEO.

Safeguarding and Confidentiality

SWAN works with older, disabled, isolated and potentially vulnerable members of the community. The postholder must therefore demonstrate an appropriate understanding of professional boundaries, confidentiality and safeguarding responsibilities.

The postholder will be expected to comply with SWAN's safeguarding, confidentiality, data protection and information handling policies, and to complete safeguarding and any other relevant training.

Health, Safety and Equal Opportunities

The postholder is expected to comply with SWAN's Health & Safety and Equal Opportunities policies and contribute to a safe, inclusive and respectful working environment.

DBS

The role involves access to personal and potentially sensitive information relating to vulnerable adults. The appointment of this role will therefore be subject to an enhanced DBS check.