Operations Assistant/Customer Service

This is a fast-paced, high-pressure role where accuracy and efficiency are equally important. You'll need to manage multiple projects and priorities, switching tasks quickly when urgent work arises. Strong multitasking skills and composure under pressure are key.

You will be responsible for responding to messages via Slack or Teams throughout the day, addressing queries and assisting with ongoing projects.

Key Details

Work from home position, with daily communication via our team messaging service.

• 25 hours per week, five days a week (5 hours per day).
• Core hours: 9 to 3 pm (some flexibility possible)… to include a 1 hour break
• Holiday cover: Up to 6 weeks per year, during which extended hours will be required
• You will be required to travel to Cirencester, monthly, for a team day
• £16,900 per annum (not including the holiday cover extra hours)

Requirements

We're looking for someone who is adaptable, detail-focused, and aligned with our people-first culture. You'll be calm under pressure, organised, and committed to maintaining our high standards of client service.

• Proficient in Windows OS and Microsoft Office (Word & Excel)
• Excellent grammar and spelling (GCSE English 7+ or equivalent)
• Experience of a CRM (HubSpot)& Slack preferable but training given
• Strong interpersonal, organisational, and communication skills
• Teachable – open to learning new software and workflows
• Fast learner as most training will be via video and huddle/Teams

The main tasks for this role are as follows:

Assisting the Transcription Coordinator with the schedule workload via Global Lounge and Excel, ensuring all deadlines are met and transcribers are not overloaded.

• First point of contact for translation enquiries
• Responsible for ongoing relationships with our top 25 clients
• Assist department managers/CEO with day-to-day activities – blogs, mailouts, etc.
• Assist with troubleshooting freelancer queries on our messaging system.
• Reading T&C's and filling in supplier documentation
• Ad hoc tasks that may be research-based/quality control/client liaison.
• Provide outstanding customer service via telephone and email, including proactive outgoing calls.
• Ensure all existing and new client activities are logged and opportunities updated in our CRM for accurate forecasting of the future pipeline.
• Liaise with the Operations, Quality Control and Freelancers team where needed.
• First point of contact for existing and new clients via the telephone/Zoom, and email.
• Compiling/sorting data from Hubspot and Excel to be used for marketing/mailers.
• Ensure all references, rates, uplifts, etc, are correct in order for them to be invoiced twice a month.
• Carry out research when required, such as analysis of marketing ROI, etc.
• Holiday cover for all roles in Operations (full time hours).
• Assist in quality control with proofreading transcripts when required.

Your main day-to-day responsibility will be assisting the Transcription Coordinator in managing the workload - Global Lounge, Excel schedule, Hubspot, liaising with the Operations team, QC and freelancers.

• The majority of training will be via video tutorials and remote on-the-job learning.

Full training will be given to enable you to:

• Understand the schedule on Excel – how to allocate/change/implications
• Deal with a job uploaded to GL from an existing client – allocation/rates
• Respond to new and existing client email enquiries for translation
• Follow our ROI process for new enquiries – process driven
• Create invoices via Xero
• Ensure all client activities are updated in our CRM
• Liaise with new and existing transcription clients to ensure we offer a high level of service and iron out any issues as soon as possible.
• Telephone all new clients after we have completed a project to ask for feedback.
• Uphold relationships with our top 25 clients via email and calls
• Update CRM - create tasks to contact for marketing/relationship building

About you:

• Proven track record within a B2B customer service department, in an office environment for at least two years
• Keen to expand knowledge and be a fast learner
• Good IT skills: experience using MS Office 365 is a must, as is experience with a CRM tool
• You will need to be proactive in your approach, able to work on your own initiative and be forward thinking
• Strong communicator and enjoy customer services and talking to people, with the ability to build rapport with clients
• Enthusiastic self-starter with a can-do attitude
• Ability to work under pressure individually and as part of the team when required
• Must have an excellent standard of written and spoken English, excellent communication skills both verbal and written
• This role would suit someone who is used to juggling and multi-tasking under pressure and knowing how to prioritize
• The ability to build trust, confidence and credibility with all freelancers and clients is vital

About the benefits:

• 28 days' paid holiday (including bank holidays) pro rata
• Pension scheme
• Access to Employee Assistance Programme
• Career progression
• Ongoing training

When submitting your application, please include a cover letter.

Job Types: Part-time, Permanent

Pay: From £16,900.00 per year

Expected hours: 25 per week

Benefits:

• Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Work from home

Ability to commute/relocate:

• Cirencester (Gloucestershire): reliably commute or plan to relocate before starting work (required)

Experience:

• Customer service: 2 years (required)

Work Location: Hybrid remote in Cirencester (Gloucestershire)