Customer Service and Account Coordinator

Job Title Customer Service & Account Coordinator
Reports To Interpreting Manager
Location York House, 68/70 London Road Newbury, Berkshire RG14 1LA
Brief Description We are a leading translation and interpreting company established for 23 years and provide language services to both the Public and Commercial Sectors including major blue chip clients.

Following significant growth during the last 2 years, we are looking to expand our Interpreting Team and are seeking a Customer Service & Booking Coordinator.

The ideal Customer Service & Booking Coordinator should be a team player, committed to providing a high level of customer service, keen to join a friendly, busy and growing team.

Duties and Responsibilities
  • Booking interpreters (via the phone, email, fax)
  • Liaising with Linguists and clients.
  • Ensuring profit margins are maximized through careful selection of suppliers, negotiation of fees.
  • Focusing on building client relationships to ensure client satisfaction and repeat business.
  • Identification of client dissatisfaction and escalation to a Senior Manager.
  • Handling of Supplier queries.
  • Highlighting to the Interpreting Manager shortfalls of suppliers within the accounts you manage.
  • Complying and where possible improving the companies Quality Management Standard.
Person Specification
  • Attention to detail.
  • The ability to prioritise and organise own workload in an effective and accurate manner, whilst working within broad guidelines.
  • Possess good interpersonal skills i.e. tact, sensitivity, ability to listen and to be assertive at all times.
  • The ability to work quickly, flexibly and effectively in response to requests made at short notice.
  • A positive attitude.
  • The ability to contribute to and work effectively within a team environment.
  • Customer focused
  • Ability to keep calm under pressure.
  • Enjoys taking “ownership”.
Essential Skills
  • A minimum of 1-years’ customer service/ call centre experience.
  • Working knowledge of Microsoft Office (Word, Excel, and Outlook) and good knowledge of IT.
  • Excellent telephone manner.
  • Good communication skills, both verbal and in writing.
  • First class organisational and co-ordination abilities.
  • Excellent attention to detail.
  • Fluency in English, both written and spoken.
  • Ability to work in a deadline driven environment
  • Another language beneficial, not essential.
Work Days/hours 37 hours per week

Shift Pattern of 37 hours per week between the hours of 8am & 6.30pm

(1 hour lunch break)

Salary £15,000 – £18,000 Dependent on experience