Client Services Coordinator

6 months ago

London, United Kingdom Language Line Solutions Full time

**About us**

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 41-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.

**Position**:Client Services Junior Coordinator**

**Department**: Client Services

**Reports to**:Client Services Operational Lead

**Location**:Hybrid - London offices (EC3R) and Home address
- **Main Job Purpose**_

No experience required. Training provided.

Manage the relationship between the client and Language Line Solutions with the aim of ensuring the best possible customer experience. Be the first point of contact for both new and existing customers and play a key role in continually enhancing the efficiency and effectiveness of both the Client Services and Field Sales teams.
- **Specific Tasks**_
- Ensuring a positive and professional client service experience;
- Answering phones from customers professionally and responding to customer inquiries and complaints in a timely manner;
- Routing inbound calls to the appropriate department;
- Identifying customers’ needs, clarifying information and providing customers with the organisation's service and product information;
- Managing administration, communicating and coordinating with internal departments;
- Processing customer reports adhering to monthly and quarterly SLA’s;
- Processing requests for support materials including the ‘dual handset phone’ process;
- Obtaining and evaluating all relevant data to handle complaints and inquiries;
- Maintaining customer records and documenting processes;
- Maintain internal detailed spreadsheets and databases;
- Identifying and recommending improvements within the client services team;
- Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook;
- Other duties as assigned.
- **Person Specification**_

The following range of experience, knowledge and skills are required:
**Essential**
- Proven record of working on own initiative
- Proven record as working as part of a team
- Proven record of interaction with a broad portfolio of clients
- Proven record of developing relationships across a broad client portfolio
- Experience in interacting with the UK Public Sector and/or Commercial sector
- Comprehension of the UK public sector
- Confidence in communicating with people at various business levels both internally and externally
- Friendly and approachable
- Excellent telephone manner
- Ability to maintain a measured approach in stressful circumstances
- Ability to create, develop and nurture relationships with clients
- Ability to identify and pursue communication links within client organisations
- Ability to understand and communicate into multiple business sectors
- Advanced capabilities and understanding of Microsoft Word and Excel
- Strong communication skills (both Verbal and Written). Desirable
- Experience in a client service environment preferred

**Job Types**: Full-time, Permanent

**Salary**: Up to £22,600.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Free or subsidised travel
- Gym membership
- Health & wellbeing programme
- Life insurance
- Referral programme
- Store discount
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in London

Reference ID: R7402

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