Client Services Coordinator

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Job Description

Position: Client Services Co-ordinator

Department: Client Services

Reports to: Client Services Operational Lead

Location: Head Office, 40 Bank Street, E14 5NR

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London. Over its 20-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry.

Main Job Purpose

Manage the relationship between the client and Language Line Solutions with the aim of ensuring the best possible customer experience. Be the first point of contact for both new and existing customers and play a key role in continually enhancing the efficiency and effectiveness of both the Client Services and Field Sales teams.

Specific Tasks

• Creation of new customer accounts, bill account and access codes on numerous systems
• Ensure all customer details are accurate and up to date for telephone and face to face interpreting accounts
• Processing of our ‘Voice of the customer’ queries and responding to clients in line with specific contractual timescales
• Ongoing maintenance and support of customer accounts
• First point of contact for prospect sales leads
• Producing detailed customer reports and adhering to monthly and quarterly SLA’s
• Maintain internal detailed spreadsheets and databases
• Deal with all invoice queries relating to telephone and face to face interpreting
• Processing of customer requests including training, materials, reports
• Provide administrative support to the field sales teams
• Manage the ‘dual handset phone’ process, despatching of new phones etc
• Ad-hoc projects (for example data cleaning, support of large tenders)
• Communicate and disseminate opportunities to the wider business team where appropriate
• Take personal responsibility for ensuring that personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook
• Any other duties appropriate to the position.

Person Specification

The following range of experience, knowledge and skills are required:

Essential

• Proven record of working on own initiative
• Proven record as working as part of a team
• Proven record of interaction with a broad portfolio of clients
• Proven record of developing relationships across a broad client portfolio
• Experience in interacting with the UK Public Sector and/or Commercial sector
• Comprehension of the UK public sector
• Confidence in communicating with people at various business levels both internally and externally
• Friendly and approachable
• Excellent telephone manner
• Ability to maintain a measured approach in stressful circumstances
• Ability to create, develop and nurture relationships with clients
• Ability to identify and pursue communication links within client organisations
• Ability to apply business-based judgement and consideration on an individual client basis
• Ability to understand and communicate into multiple business sectors
• Advanced capabilities and understanding of Microsoft Word and Excel
• Strong communication skills (both Verbal and Written).

Desirable

• 2 years’ experience in a client service environment preferred

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)

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