Clear Voice are currently looking for a Booking Administrator to join our collaborative and welcoming Clear Voice team based in Dover. you will join us on a 12-month Fixed Term contract from 16 December 2024 and receive a competitive salary of £24,603 increasing to £27,700 following successful completion of 6 months probation.
About us:
Clear Voice is a growing language service provider and an award-winning social enterprise that delivers telephone interpreting, video interpreting, face-to-face appointments, translation, and transcription services. Clear Voice's ethical, adaptable, and personal values set us apart in the industry and attract a wide range of clients. These include businesses, local authorities, government, legal, healthcare, and education. We have an especially strong reputation in the charity sector, particularly with asylum and refugee charities. 100% of Clear Voice's profits are donated to our parent charity Migrant Help. This donation supports their work aiding refugees, asylum seekers, survivors of modern slavery, and the victims of human trafficking.
Migrant Help is a leading charity that has been established for more than 50 years and delivers a range of support and advice services to migrants across the UK. Their vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential.
The Booking Administrator role :
The post holder is expected to contribute to the overall success of the organisation in accordance with Migrant Help's aims and objectives at all times. The scope of this role is to provide an overall professional support service to Clear Voice. The post holder will be required to demonstrate a proactive approach towards implementing and maintaining internal Clear Voice processes in line with any updated requirements. The main areas of this role will deliver the income-generating operational service in all its activities under the direction of the Clear Voice Operations Services Manager on a day-to-day basis and the Clear Voice Director overall.
Key responsibilities of our Booking Administrator:
- Through the consistent and high-quality delivery of service, maintain and develop the service's values and reputation in the marketplace.
- Respond to all on-demand requests routed from the interpreting platform ensuring that clients are connected to appropriate linguists promptly meeting set KPIs.
- Process face-to-face, video, and telephone appointment requests in a timely manner, ensuring targets and KPIs are met. Ensure confirmation processes and associated paperwork is completed accurately.
- Liaise with internal and external stakeholders over appointment changes or cancellations.
- Form and maintain positive working relationships with internal and external stakeholders; ensure to deal with enquiries in a timely manner and use appropriate communication channels; demonstrate a good knowledge of other departments to forward enquiries where required.
- Efficient use of CRM system and databases to access information relevant to booking tasks.
- Processing of timesheets to a high standard within set deadlines.
- Act as a first point of contact for feedback provided by clients and linguists; demonstrate the ability to deal with minor issues, being able to follow established procedures through to satisfactory resolutions for all parties involved and liaise with relevant departments where appropriate; Ensure that data relevant to linguist reliability is recorded as per internal processes.
- Ability to negotiate fees and rates for individual bookings to ensure value for money.
- Support training of staff members with tasks relevant to role.
- Support and always demonstrate the vision and values of our organisation.
- Follow all policies of Migrant Help, as the parent organisation to Clear Voice
Skills and experience we are looking for in our Booking Administrator:
- Understanding of either a call handling environment or a language services vendor management function
- Ability to work quickly and effectively within a pressurised environment, successfully managing competing priorities and meeting tight deadlines
- Ability to remain calm under pressure
- Ability to form good working relationships with demonstrable customer care skills and meticulous attention to detail
- Professionalism
- Accountability
- Attention to Detail
- Integrity
- Respect
- Mindful / Awareness
- Consistently supports and promotes Migrant Help values
Special Requirements:
- This post is subject to a Disclosure Barring Service (DBS) check
- This post may require travel therefore flexibility is required to meet this need should it arise
Closing Date: 13th October 2024
If you are interested in becoming our new Booking Administrator, please click 'APPLY' today. We look forward to hearing from you!