Language Consultant

Do you want to work with a company who has been voted ‘Great Place to Work’
- for the 4th year running and the Forbes World’s Best Employers for 2021?
- Are you looking for a rewarding and fast paced role where you support companies
- and individuals to relocate globally?
- Are you looking to work completely remote within the UK?
- Do you thrive from a busy and demanding role?
- Do you enjoy customer service, project coordination and managing your own
- workload?
- Then look no further a role at Cartus is for you
- About Cartus:

- Cartus is a global trusted industry leader, guiding clients through thousands of corporate
- relocation programs, large and small, unique and complex. For more than 60 years, Cartus
- has helped relocating employees and their families find their way to new homes, new
- communities, and new experiences.
- We do it through an unwavering focus on listening and delivering services, solutions, and
- expertise that respond to their needs and the needs of their companies around the world.
- About the role:

- Due to continued growth and success we are looking for enthusiastic
- professionals to work in a varied and fast paced environment which offers great benefits and
- long term career opportunities. A role where no two days are the same, and each day will
- supply new challenges to face head on whilst you provide exceptional customer service.
- In this role, you will be working from home, supplied with virtual on boarding and training.
- With occasional travel to our Swindon Hub, you do have to be located within the UK for this
- role.
- **Overview**:
Cartus’ Language Solutions team supports thousands of international assignees, their spouses and children with language training around the globe, focusing on a variety of language learning areas such as business, integration, immigration requirements, school requirements and L&D, to name but a few. This support allows assignees and their families to grow and develop both professionally and personally, and many take away a new skill which benefits them well into the future.
- The Language Consultant will have end-to-end responsibility for language programmes, including ensuring that all eligible customers are quickly and efficiently onboarded to our digital learning platform and that they are matched with the best trainer for their needs, whether online or in person. The role of the Language Consultant is critical in ensuring successful customer/trainer matches, quality and continuity of service (and the revenue which accompanies this), as well as a high level of customer service throughout the customers’ engagement with ILS. In overseeing language programmes, the Language Consultant will also be responsible for troubleshooting issues and responding to customer escalations, which will involve liaising with internal parties, as well as coaching and sharing feedback with language trainers and partners.**Primary Duties**:

- Analysing participant language needs.
- Consulting on best training options for students and make recommendations for training.
- Ensuring that the best possible trainer is assigned to each student, based on his/her linguistic needs and objectives.
- Ensuring ongoing quality control, providing support to assignees when needed, and overseeing service recovery. This will require liaising with internal colleagues and/or language trainers and partners around the world.
- Encouraging effective utilisation of language training by overseeing customer progress and sharing feedback with trainer and internal stakeholders on programme quality.
- Troubleshooting and resolve conflict with trainers and participants where necessary.
- Working with Language Partner Management Team to ensure that the global trainer network is fit for purpose, both in terms of coverage and trainer abilities.

**Internal/External Customer Service and Other Duties**:

- Supporting the wider Cartus team with knowledge and understanding of language services.
- Reviewing and taking action on reports detailing customer activity, utilisation, disputes as to hours taken, volume, revenue, utilisation etc.
- Identify and suggest areas for improvement, streamlining, efficiency, both internally and for customers.
- Coordinating and managing special Language Department projects.
- Training new team members on process and procedures.
- Providing coverage for colleagues as required.

**Education/Experience Preferred**:

- Bachelor’s degree or equivalent.
- At least 1 - 3 years of customer service and/or sales experience.
- At least 1 - 3 years of language teaching and/or training experience.
- At least 6 months international living experience.
- Knowledge of at least one second language.

**Key Qualities**:

- Excellent time management and organisational skills.
- Ability to multi-task and prioritise.
- Excellent written and verbal communication skills, including ability to summarise and explain concepts or ideas quickly and simply.
- Initiative, critical