Bookings Team Manager

Salary/Rate:up to £38000
Job type:Perm
Country:United Kingdom
Business Sectors:Operations & Team Management
Job ref:24503
Post Date:07. 09. 2023

About the Role

Bookings Team Manager
#LI-EJ1 #Hybrid

Reporting to: Chief Executive Officer, Operations Manager

Location: Cambridge, UK

  • To provide an effective and high-quality interpreting bookings service which meets customers’ needs and contractual and financial performance targets.
  • To lead, develop and manage the performance of a specific section of the Bookings Team effectively.
  • Responsible for selected client’s account management.
  • To take an active role in our client's management team to maintain and build the business.

  • Chief Executive Officer, Chief Financial Officer and management team
  • Operations Manager, Head of Human Resources & Compliance
  • staff and linguists
  • contractors’ and partners’ staff
  • existing and potential customers key suppliers


Bookings service
  • Ensure Bookings Team members:
    • Take bookings from customers accurately and completely by telephone, e-mail or other electronic systems. Inform customers about the ethics of interpreting practice where necessary.
    • Comply with bookings procedures and contractual performance targets.
    • Book appropriately qualified, experienced and cost-effective linguists for assignments.
    • Confirm bookings with customers and linguists.
    • Follow up all booking changes and issues on a timely basis e.g. cancellations, changes of date and time.
    • At the end of each shift update incoming staff about any key issues e.g. complaints, non-attendance of a linguist, difficulties in providing a linguist etc.
  • Ensure that there are adequate staffing levels for all shifts.
  • Allocate and prioritise team members’ activities effectively.
  • Ensure complaints are investigated and resolved according to procedures, and escalate to senior management when necessary.

Management and Accounts
  • Responsible for managing a range of contracted and non-contracted clients.
  • Work with the Operations Manager and Head of Human Resources and Compliance to address business critical issues, ensure smooth running of the business and high-level care is provided for our clients.
  • Serve as a member of the management team and participate in relevant meetings and with other management tasks for the business.
  • Attend client meetings and events in the UK and abroad, together with the need for occasional travel to Poland to work with the Krakow team as necessary.
  • Act as a Duty Manager on a rostered basis.
  • To be involved in procurement/tendering processes, business retention and growth activities.

Team leadership and performance management
  • Lead and manage the Bookings Team (Cambridge & Krakow) to enable staff to provide a high-quality interpreting service which meets contractual and financial targets and demonstrates our client's mission and values, including leading regular team meetings and briefings.
  • For each team member carry out regular performance development reviews, including identification of their development needs.
  • Ensure staff possess the knowledge and skills to perform their roles to a high standard.
  • Ensure staff are aware of are aware of and comply with policies and procedures where relevant.
Bookings Department’s procedures and quality standards
  • Develop and monitor procedures and quality standards to enable the effective functioning of the Bookings service.
  • Collaborate with other departments to enable our client to provide high quality, customer-focused services and seamless processes.

Continuous improvement and service development
  • Support the Operations Manager in continually seeking to improve the quality and cost-effectiveness of the bookings service provided. This includes monitoring customer feedback and performance data.
  • Contribute to the development of the Bookings service.
Performance management and Linguist support
  • Work with the Head of Human Resources and Operations Manager to:
    • Identify the need for new linguists in various languages, geographical areas and disciplines.
    • Ensure that linguists are fully aware of and comply with our client's policies, procedures and quality standards. Monitor performance regularly and take action or escalate to senior management as necessary.
    • Provide first-line support for linguists on ethical issues and difficult or sensitive cases.

Marketing and Commercial
  • Manage and develop commercial communications.
  • Work alongside the Head of Human Resources and Compliance to manage the website, blog and social media accounts and campaigns.

Health and Safety
  • Ensure the Bookings Department complies with the Health and Safety Policy.