Language Consultant

Posted 6 days ago by Reed Featured
Our client are the leading provider of international relocation management, assisting many large organisations with their global relocation requirements. Swindon is the European Head Office and is responsible for relocation throughout Europe, Middle East and Africa (EMEA).

Due to continued growth and success we are looking for enthusiastic customer service professionals to work in a varied and fast paced environment which offers great benefits and long term career opportunities.

Primary Function:
This position supports the Language Department, specifically with the management of language training programmes and the conversion of authorisations for language services into actual programmes. This is a revenue-producing, front line position servicing customers authorised for language training. This position works closely with Language Network Specialists, International Assignment Consultants, Account Managers, and reports to the Manager of Language Operations.

Programme Management Duties:
• Contact participants and conduct initial language intake
• Persuade customer and eligible family members to use their authorised language training
• Convert authorisations into programmes and maintain a minimum of 60% utilisation
• Review and analyse participant language needs based on intake notes
• Consult on best training options for the student, recommend best authorized method of training
• Liaise with the Language Network Specialist to pair the student with a trainer
• Oversee programme quality by providing support to trainer about file level issues and the customer, collecting and reviewing program paperwork
• Oversee programme quality by maintaining regular contact with language customers, collecting their feedback on language training progress
• Assess customer feedback to determine whether trainer requires coaching and communicate to appropriate parties
• Report customer escalations, low scores or customer comments to Language Operations Managers to identify action steps
• Encourage language hour utilisation by overseeing customer progress and liaising feedback to trainer or Language Network Specialist on programme quality
• Troubleshoot and resolve conflict with trainers and participants where necessary
• Review Active Services Report and track trainer’s delinquent invoicing
• Send and collect programme evaluations as needed

Internal Customer Service:
• Report activity, revenue and utilisation (projected and actual) to the Manager of Operations
• Support the International and Intercultural Account Management teams with client reporting as needed
• Report volume surges to the Manager of Language Operations
• Act as the Language Department representative vis-à-vis for internal stakeholders
• Represent the Language Department at meetings and huddles with International client teams
• Training new team members on process and procedures
• Liaise with the Accounts payable team to ensure timely payment of language trainers
• Work with Programme Consultants and the Training Department when needed

External Customer Service:
• Represent the Language Department in client visits and calls as required by the Account Management team
• Act as product technical rep/subject matter expert with customers and purchasers of language training as needed

Other Duties:
• Coordinate and manage special Language Department projects

Education/Experience Required:
• Bachelor’s degree or equivalent preferably in Linguistics, Modern Languages, International Studies, Business
OR
• 1 year - 3 years customer service or sales experience
• Experience working and communicating in a professional environment
• Computer Literacy– mastery of Word, Excel, Internet, and Outlook

Dimensions

• Excellent time management and organisational skills
• Ability to multi-task and prioritise
• Initiative and critical thinking skills
• Strong problem solving / analytical ability
• Commitment to absolute excellence in customer service, Internal and external
• Interpersonal/Influencing skills
• Ability to work as a part of a virtual team
• Ability to work with a virtual team of language trainers
• Global mindset and cultural sensitivity
• Accuracy, reliability, dependability
• Self-directed
• Excellent written and verbal communication skills

As the market leader our client offer a competitive salary and extensive rewards, such as medical & health care.

If you would like to discuss this role in more detail please contact Jade Cholod (Account Manager) jade.cholod@reedglobal.com / Call 01793 532230

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Application question

Do you speak another language fluently?

Reference: 34104886

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