Agency Hub

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 are likely to receive.

It is 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 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 re-allocate empty shifts to maximise fulfilment.

If you have 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. Without 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 will 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 shift with no booking via the portal) are not permitted. Payment will not be processed for workers not booked via the portal.

Increasing your rank within the coverage tiering system – In order to do this you will need to exceed your contractual KPIs and have excellent overall service levels, including response times. Receiving great client feedback will increase your ranking.

It is important to keep the Partnerships team updated if your database numbers increase or you expand into new geographic locations or sectors – so that we can reflect this in the coverage tiering system. Client demand fluctuates throughout the year. Supplying into a wider range of client accounts and verticals will increase your potential shift volume. The team will communicate any anticipated increase in demand from our existing client base, and provide updates on pipeline opportunities and newly implemented accounts.

If a worker is running late you will need to inform the Operations team with the expected arrival time of the worker – this way we can let the client know. After the shift is complete, you will need to adjust the hours on the timesheet page on the portal to the correct start time before submitting them. If a worker is late to a shift they do risk being sent home without pay.

If a worker can no longer make a shift, if you can find a replacement worker to complete the shift before the start time please update this on the portal – if it is last minute let the Agency Operations team know. If you have a replacement worker but the shift has already started and they will be late, please ask the Agency Operations team if the client is happy for a new worker to come in later and mark the original worker as a no-show on the portal.

If you do not have a replacement worker, please let the Agency Operations team know and return the shift if it is before the start time – If the start time of the shift has passed before you find out the worker cannot make it, please follow the no-show procedure and mark the candidate as a no-show on the platform.

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.

When you book a worker for one shift, the system will automatically carry these details over to all shifts for this booking – this is automated and you will be unable to assign different workers to a block booking. If you have a candidate that can work the majority of the shifts, please reach out to the Operations team and they will be able to contact the client to see if this is a possibility, but you won’t be able to override this yourself.

A worker that the client has marked as a favourite and would prefer to return – once a worker has attended a shift, the client might mark them as a ‘preferred worker’ and this will be visible on your bookings page on the portal.

When booking workers in for future shifts, any worker that is preferred by the client will appear at the top of the ‘available workers’ list. Preferred workers should be prioritised for these client’s shifts if they are available.

In the top right hand corner of the timesheet page there is a drop down button to reorder the information – either by client or by the worker’s names depending on your preferred view.

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.

On the right hand column on the timesheet page you can update hours after you have reviewed the shift/break times and amended where required.

The timesheet CSV can be exported directly from your portal any time after the timesheet approval deadline (midnight Tuesday). The Agency Operations team will send you a PO and any supplementary timesheets containing any off-platform amendments (if applicable) on a Wednesday before 12pm. The deadline for client timesheet approval is Tuesday 23:59, therefore you will not be able to download the approved hours until after this point.

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.

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.

If you need to make any amendments to the timesheet that cannot be completed on the portal, please fill out the Agency/Partnerships request form – this must be completed within 48 hours after the weekly deadline (Tuesday 23:59), if you wish you raise a discrepancy.

Response Time – the team will respond to you with an update within 48 hours of you submitting the timesheet query email.

Follow up – if you need to follow up on a timesheet query, please contact the Agency Operations team – referencing the case number for your email query.

Escalation only – if the query is still unresolved in seven days, escalate to your Partnerships point of contact.

This varies depending on each client. If a client decides to employ an agency worker full time, we ask they let Indeed Flex know prior to approaching the worker. We will then contact you to confirm the relevant fee which will be communicated to the client. Once a temp to perm placement is confirmed, you will receive notification and can invoice for the fee. This invoice will need to be sent to [email protected] and will not need a PO number.

If you are made aware that a client has engaged your worker on a temp to perm basis, contact your Partnerships point of contact who will liaise with the relevant client to confirm the fee.