Senior Coordinator

Leeds, United Kingdom | Contract, full-time

| £21,000 per annum

**An exciting opportunity has become available for a Senior Coordinator to join thebigword family on a 6 months secondment within Interpreting Operations.**

**Overview of Department**

Interpreting Operations is 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

Our team provides quality support to our clients and our highly skilled linguist community to ensure customer needs are accurately matched to the skills they require. Where English is not someone’s first language, many of the normal day-to-day situations they encounter can be a daunting experience. It’s our job to step in and make that experience easier for them by breaking down the language barrier and putting them on an even playing field.

Our team takes the time to understand our clients’ needs and to find them a resolution by matching them to the linguist they need. Our team operates 24/7/365 to make sure we are there whenever our clients need us. That means we can offer a variety of shift patterns to suit almost everyone’s needs.

**Teams within the department**

Interpreting Operations has 3 teams:
Sourcing - this team will ensure we can provide a linguist for a pre-booked appointment. This can range from a Court date to a business meeting. The team will receive details from the client regarding their requirements and the sourcing team will exhaust our pool to match to appropriate linguist to the job. You need to be able to build good working relationships with linguists, who you will speak to on a regular basis. Our clients include the Ministry of Justice and HMCTS; Children and Family Court Advisory and Support Service, the Police, NHS and DWP to name a few.

Helpdesk - These guys are our customer service team - 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.

All of our teams work closely together and are supported by Team Managers, Duty Managers and our technology division. They take responsibility for each call and have a lot of autonomy but in turn, support is there when it’s required.

**Key Responsibilities**
- To identify clients needs and find an appropriate solution to their query
- To have a deeper understanding of thebigword Interpreting Operations department to be an escalation point to Customer Service Coordinators in order to support a swift resolution to queries for our clients.
- Driving Customer Service Coordinators to source appropriate linguists meeting client requirements whilst taking ownership of high risk bookings
- Deal with escalated queries effectively to prevent a formal complaint being necessary by addressing needs and concerns of clients at first point of contact
- Coach Customer Service Coordinators on how to deal with challenging situations effectively and prevent escalation
- Build positive relationships with clients, linguists and team members across Interpreting Operations department
- Create effective communication channels with all Interpreting Services team members and thebigword departments
- To manage your own workload effectively and those who you delegate work to whilst working remotely and seek support from your manager when needed
- To identify and escalate priority issues to operations management offering solutions and support where appropriate

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

- Owning the process of on boarding new starters and organising training schedule
- To build client relationships, ensuring business retention and identifying new opportunities
- Become multi-skilled across all interpreting management systems providing stepping up opportunity to support other areas
- To expand your business awareness and understanding by joining internal and client meetings where appropriate representing your department

**Knowledge, Skills & Experience**

This is the job for you if you...
- want to make a real difference to p