Job Description

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About The Role

Main Purpose of Job

We are looking for Relationship Manager to support our Quality Assurance team in ensuring our sub-contractor network of linguists deliver an outstanding customer service.



This driven candidate will be facilitating effective communication, ensuring high-quality service delivery, and resolving issues between the company and its linguists. This role focuses on managing complex linguist needs, providing ongoing feedback, and building strong relationships to enhance service quality and subcontractor satisfaction & retention.

Responsibilities and Duties

Onboarding Support: Conduct follow-up communications with newly onboarded linguists to ensure they are fully integrated with the use of systems, familiar with industry guidelines, and provide additional support if necessary.



Performance Management: Monitor sub-contractor performance and follow up with linguists should there be any incidents or poor service delivery issues, to understand the reasons and help them improve.



Quality Control: Conduct spot checks on face-to-face and video bookings to ensure interpreters are delivering quality service and upholding the industry/quality standards.



Complaint Resolution: Meet with linguists to address any concerns or complaints, ensuring that these issues are resolved, and service quality is maintained.



Re-engagement and Archiving: Reach out to linguists who have become inactive to explore opportunities for re-engagement or archive those no longer available.



Frequent Decline Management: Identify linguists who frequently decline projects and discuss potential adjustments to their availability, rates, or job preferences.



Negotiations: Negotiate terms with linguists who are hesitant to accept certain job offers, ensuring mutual satisfaction and alignment with organisational goals.



Relationship Building: Regularly check in with linguists to gather feedback, address challenges, and foster long-term engagement and trust.



Linguist Satisfaction: Proactively listen to linguist concerns and advocate for positive changes within the company to improve overall satisfaction and retention.



Linguist Roadshows: Plan and coordinate linguist roadshows, which include interactive sessions, workshops, and presentations aimed at strengthening relationships and providing ongoing development.

Skills and Attributes Required

Excellent interpersonal and relationship-building skills Strong negotiation & interpersonal skills Ability to multitask and manage competing priorities High attention to detail and organisational skills Self-motivated and able to work independently Proficiency in IT, including Microsoft Office Use of own car and ability to travel independently to various locations in UK

Benefits

Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday. Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days. Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel. Employee Recognition: Celebrate achievements with our employee awards and development programs. Health and Wellness: Benefit from health insurance, free gym memberships, free cinema tickets, and more. Career Growth: Your efforts drive your success. With our ambitious growth plans, you'll continually expand your expertise and opportunities. Cycle to Work Scheme: Join the cycling revolution with our support. Pension Scheme: Secure your future with our workplace pension plan. Paid Sick Leave: Rest assured with paid time off during illness. Social Events: Engage with colleagues and innovate through business-wide social events.

Diversity, Inclusion and Wellbeing

Diversity, inclusion and wellbeing is an important part of

Word360

's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture. We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.

Additional Information

If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.###

About Us

Word360

is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.