Operations & Team Management

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.

Project Manager   Our client are expanding their team! Their award-winning business keeps growing, and we’re looking for a motivated and proactive project manager, with a passion for delivering outstanding service, to join their expanding operations team. Are you ready to take your career to the next level? If you have a love of languages, solid experience of project management and a drive to deliver the best customer service, then we’d very much like to hear from you.   Who are they and what do they do? They've been in business for over 40 years, and with more than 200 languages in their repertoire, They are the trusted translation partner to an ever-expanding line up of worldwide brands. From fashion and finance to medicine and manufacturing, they provide world-class translation and localisation services to a diverse range of businesses, helping them to expand their global reach.   What are their values? Their collaborative culture is fast paced, fun and supportive and they are fully committed to the growth and development of everyone in their team! They are also a B Corp accredited company, meeting high standards of positive social and environmental impact. We truly care about their people, their partners and the planet. The Project Manager role Variety is the spice of life and it’s a key ingredient of the role! From savvy start-ups to FTSE 100s and big-name brands, their diverse client base means the range of projects and services they deliver is extremely varied and no two days are ever the same. On any one day, you could be simultaneously: Briefing in a global team of linguists to localise an e-commerce website into multiple languages Managing the localisation of a video for social media to include voiceover and subtitling Coordinating the localisation of a global elearning programme, including artworking of graphics.   Core responsibilities of a project manager Listening to and understanding client requirements in detail, and offering bespoke solutions Managing projects from start to finish, selecting appropriate linguists and implementing the relevant translation technology Developing relationships with clients to understand their ongoing requirements and identify how best to support them on future projects Supporting the growth of our business by contributing ideas for expansion of services and improvement of processes Supporting the growth and development of project coordinators by mentoring them and sharing experiences as they take the first steps in their project management careers Additionally, there is scope for working with colleagues across different strands of the business, including quality assurance, innovation in operational processes, the development and co-ordination of our linguist community and the implementation of new translation technology. As you can see, there are plenty of opportunities to get more involved! Key skills and experience required for this role include: At least two years’ experience of working in a similar client-facing project management position within the translation/localisation industry Passionate about delivering the best possible customer service Excellent communication skills, both verbal and written Strong computing skills Knowledge of translation tools and technology Excellent organisation, prioritisation and time management skills Personable and approachable, both with customers and internal teams Results focused with attention to detail Resourceful, proactive and able to act on initiative Curious and tenacious Accountable and eager to learn What we offer They offer a competitive salary based on experience and skills, alongside a wealth of other perks, including a detailed employee development programme, a comprehensive training package and plenty of team socials. Performance bonus  Ongoing training with plenty of opportunities to broaden and develop skills Great career progression A friendly, people-centric supportive culture Well-being programmes and social events A varied and challenging role Hybrid working arrangement depending on level of experience and training requirements Casual dress Referral programme Relocation assistance As they continue to expand across a global marketplace, this is a genuinely wonderful opportunity to join a well-established, friendly, B-Corp-certified company and become part of a brilliant and friendly team!