Bookings Team Manager

Bookings Team Manager
#LI-EJ1 #Hybrid

Reporting to: Chief Executive Officer, Operations Manager

Location: Cambridge, UK

PURPOSE OF JOB

• 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.

KEY RELATIONSHIPS

• 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

KEY DUTIES AND RESPONSIBILITIES

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.