Agency Partners

Shifts are allocated to the primary agencies initially, and cascaded down if declined – coverage tiering is determined by worker database within specific area and overall performance. The higher your fulfilment for a region, the more bookings you’re likely to receive.

It’s very important to accept/decline bookings as soon as possible, once allocated to your portal. When a shift is allocated, it is no longer visible to the Flexer database, or any other agency partners. To maximise fulfilment and ensure top performance metrics, you must accept or decline 98% of listings within 4 business hours. Our Agency Operations team will also on, occasion, reach out to discuss requirements before allocating it across to your portal, in order to understand your capacity to fill.

The client has cancelled these shifts on their portal – sometimes clients will no longer require posted shifts, or decrease the number of workers required. They can cancel the booking themselves if the shift start time is over 24 hours away. If the shift start time is in less than 24 hours your workers may be eligible for compensation, as per our terms and conditions.

The shifts have been removed from your portal as they have not been filled – If you do not fill all allocated listings, the Operations team will try to contact you to find out if the bookings need to be reallocated. If they do not manage to reach you, they may remove and reallocate empty shifts to maximise fulfilment.

If you’ve received an automated no-show email, contact the worker to check whether or not they attended the shift, and the reason they had for not attending. If they do not have a valid reason, remove them from all upcoming shifts and inform the Operations team.

If they did attend and the no-show has been marked in error, please send a timesheet query email to the Operations team, using the timesheet query template, to ensure all relevant details are captured.

If your worker has told you they didn’t attend a shift you need to mark them as a no-show on the portal – go to the timesheets tab and find the shift. Click the toggle ‘didn’t work’ and select the reason why. You’ll need to let the Operations team know, and remove this worker from all future shifts.

Email the Operations team – the relevant team will contact the client to confirm the details and endeavour to get these bookings posted and allocated to your portal. If the booking is not allocated via the portal, you must ensure the worker does not attend shift.

Off-platform bookings: off-platform bookings (workers attending a shift with no booking via the portal) are not permitted. Payment will not be processed for workers not booked via the portal.

Our agency partner coverage is built into the system and tiered based on capabilities (database number per sector and location), service levels and performance metrics. During your onboarding process, your coverage will be cross referenced against client demand and mapped into the system.

Agency partners ranked as primary will receive booking allocations first. You will have the opportunity to move up the tiering, as our coverage is regularly adjusted based on performance metrics, client feedback and service levels. Make sure your exceed contractual KPIs, resolve any issues or complaints swiftly, and ensure the coverage you submit is accurate and realistic – as bookings will often be allocated at relatively short notice.

Yes – if you operate in other industries please request a coverage mapping template to complete.

Your coverage will then be reviewed against current client accounts. Provided demand exists and you meet the compliance requirements for the sector, your coverage will be added to the system and you will receive any necessary client specific briefing.

Indeed Flex operates in the below sectors:

Industrial
Hospitality
Retail
Facilities Management
Clerical
Healthcare

Use the ‘Forgot password?’ link on the sign-in page for the agency portal.

Enter your email address and you will then receive a reset password email.

If you are having trouble with the link, please reach out to the Partnerships team and we can reset your password for you.

Admin Account – admin accounts have visibility of all bookings for each client on the platform. This is recommended for centralised account holders who require greater visibility. These accounts have the ability to create new accounts for branches and managers, as well as disable accounts and edit details.

Standard Account – this account type is restricted to viewing bookings and timesheets for specific regions. This is recommended for individual branch accounts, where a branch will service all venues within a specific range. Alternatively, this could be for regional managers requiring access to all venues associated to a number of branches.

The shift start time has passed – once a shift has started you will no longer be able to edit the worker details on the portal for this shift. Please make sure any changes are made prior to shift start time. If the worker’s name need to be updated after shift start time, please alert the Operations team.

Use the Filters – if you are unable to find the booking you are looking for on the jobs page, use the relevant filter to locate it.

Approved hours should be updated on the portal and submitted consistently throughout the week once a shift is complete – you may wish to follow the below structure (hours cannot be updated if they have already been approved by the client):

Friday – submit hours for shifts completed Mon-Thurs
Monday – submit hours for shifts completed Fri-Sun

Yes – your workers are welcome to use paper timesheets. You must ensure that any discrepancies between the paper timesheets and the booked hours are updated in the timesheet section of your portal. This must be updated prior to the Tuesday 23:59 client timesheet approval deadline.

The client deadline is Tuesday 23:59 – the client can approve timesheets any time after the shift is completed and prior to the deadline. Once the timesheet has been approved by the client you will be unable to override this.

If you notice that the hours approved are incorrect, please send a timesheet query email to our Operations team, following the email template.

The charge rate is displayed in the ‘rate’ column on the Jobs page of your portal. You can use the filters to find the specific booking you are looking for.

Full rate cards will be shared with a client briefing for each account prior to supply.