Interpreting Manager

Posted 25 January by Prestige Network Ltd

Job Title

Interpreting Manager

Reports To

Commercial Director

Location

Head Office, York House, 68/70 London Road, Newbury, Berkshire, RG14 1LA

Brief Description

Prestige Network is a leading translation and interpreting company established for over 20 years that provides language services to both the Public and Commercial Sectors with an enviable list of clients.

This is a central role within the Company to ensure high standards of service to our clients is met at all times.

• Management and development of the Interpreting Team and Department

• Liaise & negotiate with linguists and clients

• Resolving problematic bookings to maintain service levels and quality standards

Duties and Responsibilities

• Responsible for ensuring the delivery of all interpreting assignments, on time and within budget whilst maintaining a high level of control and quality compliance as detailed in company procedures

• Ensuring the most efficient use of resources against set budgets

• Develop & train new and existing staff to ensure high levels of customer service and quality management standards

• Delegating workload constructively within the team to ensure all client bookings are met

• Manage your own bookings

• To advise on the operations role at client meetings and to focus on client relationships to ensure customer satisfaction and to produce future work

• Responsible for overseeing the recruitment of all interpreting candidates and that they meet company standards

• Pro-active identification and resolution of customer dissatisfaction

• Be responsible for the management and resolution of complaints prior to escalation to Client Services Director

• Safeguarding Lead - day-to-day responsibility for ensuring all Interpreters and the Interpreting Team undertake Safeguarding training and for maintaining the company’s Safeguarding Policy

• Maintain up to date knowledge of Prestige Network products, services and standards

• To develop existing procedures and look at new ways to streamline all processes

• Ensure the maintenance and compliancy of ISO Quality Management procedures within own area of responsibility

• Preparing reports for the Directors.

Essential Knowledge, Skills and Experience

• Knowledge of Call Centre/Customer Service environment

• Experience of managing and delivering multiple projects simultaneously

• Working knowledge of Microsoft Office (Word, Excel) and good knowledge of IT

• Strong Leadership skills

• Good telephone manner & Customer service skills

• Ability to maintain confidentiality at all times

Desirable Knowledge, skills and Experience

• The ability and confidence to communicate in English effectively both verbally and in writing

• Previous experience of using a database and learning new skills

• Speaking a second language (would be an advantage)

Person Specification and Behaviour

• Presentable, self-motivated, reliable and trustworthy

• Positive, enthusiastic and good leadership skills, establishing respect

• Possess good interpersonal skills e.g. tact, sensitivity, ability to listen and to be assertive at all times

• Ability to work to deadlines and targets can prioritise tasks under pressure

• The ability to work quickly, flexibly, effectively and positively in response to requests made at short notice

• Pro-active, ability to work using own initiative without direction

• The ability to prioritise and organise own workload in an effective and accurate manner, whilst working within broad guidelines. • Excellent organisational skills and ability to pay attention to detail

• The ability to contribute to and work effectively within a team environment

• Previous experience of using a database and learning new skills

• Willingness and ability to undertake training needed to fulfil the changing requirements of the job

• Ability to remain calm under pressure.

Qualifications

Educated to degree level

Other Information

Full, clean current driving licence - Essential

37 hours per week but able to work outside normal hours when required

Travel within UK if required

Hours of Work

37 hours per week (1 Hour Lunch Break)

Monday - Thursday: 9.00 am - 5.30 pm Friday: 9.00 am - 5.00 pm

Salary

Competitive Salary Based on experience

Plus Company Bonus

Required skills

  • Databases
  • Leadership
  • Management Skills
  • Microsoft Office
  • Managing Accounts

Reference: 34316059

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