Company values & culture:
At Aa Global we pride ourselves in the delivery of high-end customer service to all of our clients and customers in the interpreting and translation industry. We invest in our people, so they invest in our business, which is shown through our success and continuous growth for over 30 years. Our values of being thorough, transparent, efficient, technical, flexible and personal, support everything we do in the business and that’s why we live and breathe them every day in work!
Expectations:
The Interpreter Services Coordinator is expected to provide a professional, reliable and customer-focused service to both clients and interpreters. The role requires excellent communication, organisation and attention to detail, with the ability to manage a varied workload in a fast-paced environment.
The successful candidate will work collaboratively, complete tasks accurately, resolve routine issues confidently, escalate concerns when appropriate, and contribute to the delivery of a high-quality interpreting service while following company policies and procedures.
Main Duties:
· Provide a professional and responsive service to clients and interpreters via telephone, email and other communication channels.
· Manage and coordinate face-to-face and remote interpreting bookings, ensuring services are allocated to suitable interpreters.
· Respond to client and interpreter enquiries promptly, resolving routine issues and escalating more complex matters where appropriate.
· Support the onboarding of new interpreters by providing guidance on company systems, processes and expectations.
· Act as a first point of contact for interpreter platform and basic technical queries.
· Carry out routine checks of interpreter performance, booking completion and operational reports, escalating any concerns to the appropriate manager.
· Assist in maintaining interpreter records and completing quality and administrative tasks accurately.
· Help communicate important updates and information to interpreters, promoting engagement and best practice.
· Work collaboratively with colleagues to support the smooth delivery of interpreting services.
· Ensure all work is completed in line with company policies, procedures and data protection requirements.
· Participate in training and contribute to the continuous improvement of the service.
· Be available for on-call duties on a rota basis, which may include some weekends and evening work.
Experience, qualifications and skills required for this role:
:
· Experience in customer service or working in a call centre
· Computer literate in Microsoft Office suite, as well as have the ability to learn new software
· Excellent oral and written communication skills
· Pro-active and self-motivated individual who can work calmly under pressure
· Capable of handling a high number of calls and working in a fast-paced environment
· A team player
· Target driven
· Knowledge of other languages
Progression path:
The progression that can be followed from this role would be to take on job duties and responsibilities that are at a level of “Senior” which is at Employee Level 2.
Job Types: Full-time, Permanent
Pay: £23,132.20 per year
Benefits:
- Company events
- Health & wellbeing programme
Ability to commute/relocate:
- Kingston upon Hull HU1 3SS: reliably commute or plan to relocate before starting work (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
