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Inclusion Services Programme Manager
2 weeks ago
Job Description
Role Title:
Inclusion Services Programme Manager (BSL Education) - office based
Department:
Inclusion Department
Reports to:
Head of Operations
Role Purpose
The Inclusion Services Programme Manager is responsible for overseeing the delivery of high-quality interpreting and accessibility services across spoken and non-spoken languages. This role ensures effective coordination of bookings, compliance with professional and contractual standards, strong client and interpreter relationships, and continuous development of Inclusion services. The postholder will also provide leadership and support to colleagues, contributing to the overall performance and growth of the department.
Key Responsibilities
Interpreter Coordination & Booking Management
- Manage the end-to-end booking process for Inclusion requests, from initial enquiry through to completion.
- Coordinate interpreters for a diverse client base, ensuring services are delivered within deadlines and budgets.
- Manage complex and large accounts, particularly within the education sector, including BSL co-interpreters, notetakers, timetable coordination, preparation and material distribution, cancellations, and direct client liaison.
- Provide cost estimates and rate information to support Sales Department quotations.
- Approve cancellations/late changes in bookings in a timely manner.
- Handling phone calls when available and additional support for the Interpreting Team is needed and confirmed by the Interpreting Manager
Client & Interpreter Relations
- Build and maintain strong working relationships with clients, interpreters, and key stakeholders.
- Act as a single point of contact for Higher Education accounts.
- Recruit, onboard, and manage interpreters, ensuring vetting compliance and professional standards are met.
- Negotiate interpreter rates in line with NUBSLI guidance and company margin expectations.
- Handle client and interpreter complaints or safeguarding concerns promptly and effectively.
Team Leadership & Support
- Chair weekly Inclusion Department meetings and ensure effective departmental communication.
Compliance, Administration & Systems
- Manage and review timesheets, invoices, VAT records, and other financial documentation to ensure accuracy.
- Maintain compliance by ensuring interpreter documentation is current and aligned with contractual and regulatory requirements.
- Collaborate with IT and other departments to improve booking portals and accessibility features.
- Monitor and streamline internal processes to improve efficiency and service delivery.
Service Development & Knowledge Growth
- Research interpreting and accessibility best practices to enhance departmental expertise and delivery.
Skills & Experience
- Strong experience, 3+ years, in interpreting coordination, accessibility services, project management, or similar service management (preferably within Translations/Interpreting/Inclusion industry).
- Excellent organisational, communication, and problem-solving skills.
- Experience managing client accounts, budgets, and service delivery.
- Strong knowledge of compliance and regulatory requirements within interpreting and accessibility services.
- Ability to manage competing priorities and meet tight deadlines.
- Familiarity with BSL, Inclusion practices, and industry frameworks (NRCPD, NUBSLI, etc.) is highly desirable.
- Strong Excel/Sheets and reporting knowledge.
Salary
Band: £30,000 - £35,000 (depending on experience, with limited stretch for exceptional BSL domain expertise).
