Interpreting Coordinator - Leeds, United Kingdom - thebigword

thebigword

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Permanent, part-time | Working pattern: Monday, Wednesday & Friday 09:00am to 17: hours per week) | £12,374 per annum

thebigword makes the world a smaller place by breaking down language barriers, supporting global trade and helping people access goods, commerce and services in their own languages.

Founded in 1980, we provide the best translation, interpretation, localisation and language technology solutions - handling up to 50,000 worldwide assignments every day.

We're a truly global business. To us, a first-class service means meeting every client's cost, quality and delivery expectations every time.

We achieve this through our innovative language technology, elite team of skilled and professional staff who deliver every single time.

At thebigword, everything we do is underpinned by our
ELITE values and we strive to be the best we can be in all that we do:

Excellence:
We commit to always doing our best, delivering excellent results consistently

Leadership:
We have the courage to shape a better future

Innovation:
We look at the problem from a different angle

Trustworthy:
We always tell the truth

Empowerment:
We empower our teams to make decisions

We currently have an exciting opportunity available for a talented
part-time Interpreting Coordinator to join our
Customer Services team The role will be predominantly working from home however, we do like to meet in person from time to time so there is a requirement to attend the Leeds office a minimum of once per month and on an ad-hoc basis for meetings, training etc.

The Customer Services team are the team that links our clients to the right linguist. Need someone who can speak legal 'jargon' in Swahili? That's where we come in
We help supply global interpreting (spoken) services to our clients by making over 10,000 face-to-face bookings and 140,000 telephone interpreting calls every month We use some of the best-in-class technology which automates up to 70% of all our face-to-face bookings and ensures our clients are connected to an Interpreter through telephone interpreting in under 60 seconds

Customer Services has 3 areas. This position is based on the Helpdesk, working on both inbound and outbound calls.

They have to be able to respond quickly to situations as they don't always know what the next query is that will arise - but they can adapt and are determined to find a solution.

Some of their day-to-day tasks can be trouble shooting our Company App, Wordsynk; chasing appointments that have been booked; update and/or amend existing bookings; be made aware of high-profile media cases and escalate accordingly; work with Judges and civil servants to ensure their requests dealt with (such as whether a booking should be face-to-face or remote); and coordinating some short notice appointments to name a few.

As a Interpreting Coordinator you will:

To identify clients needs and find an appropriate solution to their query
To understand the workings of thebigword Interpreting Operations department to be able to provide a swift resolution to queries.
To source appropriate linguists for clients requirements whilst providing consistent updates
If a customer is unhappy, to try and reassure them and escalate any serious concerns as necessary
Provide realtime customer care to clients and linguists
Build positive relationships with both clients and linguists
Create effective communication channels with all Interpreting Services team members and thebigword departments
To manage your own workload effectively whilst working remotely and seek support from your manager when needed
To identify and escalate priority issues to operations management

As you develop and grow in confidence we will provide you with the opportunity to:

Support with the training and on boarding of new starters
To build client relationships, ensuring business retention and identifying new opportunities
Become multiskilled across all interpreting management systems
Take ownership of a project/ringfenced task within your department

What we are looking for in you:

want to make a real difference to people's lives

- are a good communicator and excellent listener
- have a desire to understand issues and resolve problems
- like using your initiative
- are confident in your decision making
- have a desire to 'do the right thing'
- are passionate and driven to hit your targets
- are resilient
- will take accountability to see complaints through to resolution
- like working in a team; sharing and celebrating successes and good practice with your colleagues

want to work from home It would be desirable (but not essential) if you:

have customer service experience

- have any experience in the language service sector

Why work for us?
We are a close-knit team here at thebigword and we recognise that people make our company what it is so, we reward them with excellent benefits and perks includi