Job Description

Job Title: Telephone Operator

Location: This is a Hybrid role with the requirement to come into the office (Dover) for one day a week, with flexibility to attend more frequently as required

Salary: \xc2\xa323,210 pro rata

Job type: 21 hours \xe2\x80\x93 The postholder will be required to work Monday to Wednesday with a rotating shift pattern between the hours of 8am-6:30pm

The Company:

Clear Voice Interpreting Services is a language services provider and award-winning social enterprise that delivers instant telephone interpreting, face to face appointments and written translations to businesses and charities across the UK. We have a wide range of clients and a strong reputation in the asylum and refugee support sector. All of our profits go back to our parent charity Migrant Help to support asylum seekers and victims of trafficking.

Migrant Help is a leading charity that has been established for over 50 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects vulnerable migrants, treats them with respect and enables them to reach their full potential.

The Candidate:

We are currently looking for a Telephone Operator to join our committed and compassionate Clearvoice Team on a permanent contract.

The successful candidate will be adaptable with the ability to multi-task and an effective communicator with a positive telephone manner.

The scope of this role is to provide high quality and timely administrative support to Clear Voice Interpreting Services. The main areas of this role will be to provide Clear Voice with the necessary administrative support under the direction of the Clear Voice Head of Operations and Operations Services Managers on a day-to-day basis and the Clear Voice Director/CEO overall.

If you are organised, have demonstrable experience in prioritising and are looking for an exciting role that makes a difference, we\xe2\x80\x99d love to hear from you!

Duties and responsibilities:

• Connecting clients\xe2\x80\x99 calls to interpreters via our busy phone operator line
• Through the consistent and high-quality delivery of service, maintain and develop the service\xe2\x80\x99s values and reputation in the marketplace
• Effectively triage emails and calls to the relevant departments
• Respond to all stakeholders\xe2\x80\x99 requests in a timely, professional, and accurate manner
• Form and maintain positive working relationships with current clients and partners
• Support the team with the day-to-day administrative needs of a busy service
• Support and always demonstrate the vision and values of our organisation
• Follow all policies of Migrant Help, as the parent organisation to Clear Voice
• Assisting with queries requiring translation or interpretation services
• Managing a busy telephone switchboard with incoming calls from various stakeholder
• Allocating emails to the appropriate person/department to deal with
• Being the first port of call for our clients, interpreters, and other stakeholders
• Providing professional administrative support to the Head of Operations, the Senior coordinators, and the rest of the team
• Working effectively within a team and individually

Experience and skills:

• An understanding of working in a call handling environment
• Demonstrable planning and organisational skills\xe2\x80\x8b
• Ability to form good working relationships with demonstrable customer care skills and meticulous attention to detail
• Excellent IT skills, particularly MS Office applications, databases, CRM systems and report writing

Benefits:

• Flexibility and work life balance
• Enhanced family friendly provisions
• Additional holiday entitlements
• Perkbox benefits
• Non-contributory pension scheme

What else to expect:

• This post is subject to a Disclosure and Barring Service (DBS) check

Please click on the APPLY button to submit your CV and complete the application form for this role.

Candidates with the relevant experience or job titles of: Telephone Operator, Helpline Advisor, Customer Service Advisor, Call Handler, Telephone handler, Customer Service, Admin, Administrator, Complaints Handler, Complaints Officer, Customer Service Representative, Customer Support, Customer Service Executive, Customer Service Consultant, Customer Aid, Customer Support Advisor, Customer Services Officer, Client Services Support, Client Support Agent and Customer Services Administrator may also be considered for this role.

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