Administration Inbound Call Operator

Role summary

Who are we?

DA Languages Ltd was established 23 years ago by current CEO, Actar Arya. Now a private equity-backed business, our focus is on continuing to grow as a business and strengthen our working practices.

With a dedicated team and an ever-expanding customer base, we are considered one of the most trusted and reliable language service providers in our sector.

Our mission is simple – to enable our customers to deliver their goals through removing language barriers, by:

• Creating processes and systems that enable us to deliver a best in class solution
• Building employee knowledge, ensuring we better capture our clients’ needs and provide valued advice
• Understanding the global changes that impact the sectors we serve
• Ensuring that our customers audience receive their messaging exactly how it was intended

So what exactly do we do?

We offer language services to organisations within the public and private sector.

So what does that mean? Imagine if you couldn’t speak English but needed to go to a hospital appointment, you wouldn’t be able to access this service unless someone attends with you to interpret between you and the doctor.

That’s where we come in… the hospital would contact us and ask for an interpreter. We would then contact the right interpreter for the job and send them to that appointment.

We offer face to face interpreting, video interpreting and telephone interpreting for this scenario, so that appointments can be delivered on site or remotely.

As well as this, we offer translation, so if there is any written correspondence we will translate that into the right language too.

What’s in it for you?

• Lots of career progression opportunities in a fast growing business
• Flexible working post-training (4 days a week in office, 1 day at home)
• 28 days annual leave incl. bank holidays, & 1 day accrued for every year in position
• Free breakfast, fresh fruit and tea & coffee provided daily
• Contributory pension scheme
• Exclusive access to PerkBox, a discount site that offers retail discounts for stores such as ASOS, H&M, Adidas and freebies such as free drinks at Café Nero, learning perks, insurance savings and more
• Social events and regular engagement activities, such as Christmas and Summer parties, in office events and competitions!

The basics…

Hours: Monday – Friday, 9.00am – 5.30pm

Start date: ASAP

Salary: £19,305 per annum

Purpose of the role

Due to our ongoing growth, we’re looking for an Inbound Call Handler to join our team to help fulfil client bookings and send the right interpreter to client jobs.

Reporting to the Administration Team Leader, you will have real and rare opportunity to join a highly ambitious, expanding private equity-backed business with significant career value.

The Administration Department provides support to all areas within the business, as well as acting at the first point of contact for our interpreters and clients.

This role is an excellent starting point within the business, giving the successful candidate the opportunity to look behind the scenes of a fast-growing Language Service Provider, and learn from a diverse group of talented individuals!

Responsibilities

• Answer inbound calls in a professional manner and provide advice, resolve queries or direct callers to the relevant department
• Ensure full communication is kept with interpreters and clients regarding their bookings when dealing with any queries
• Sending correspondence to interpreters regarding their work, including positive feedback and also non-conformance results
• Filing and organising paperwork
• Photocopying and scanning assistance to all departments
• Data entry, for example inputting bookings onto our booking portal
• Work collaboratively with the booking co-ordinators to build up a successful relationship, also helping them when their workload is high
• Develop good working relationships with clients’ being sympathetic and understanding to their needs and advising them quickly when they have queries
• Develop good working relationship with linguists ensuring their queries are dealt with effectively
• Assist other departments when administration support is needed
• Work efficiently as a team to ensure all staff are able to meet their targets
• Troubleshooting to ensure we provide the best possible service when things go wrong
• Assisting the Telephone Department with conference calls
• Supporting onboarding of new clients
• Providing support to the administrative team to ensure we continually deliver an excellent service to clients and linguists

Skills/Knowledge/Behaviours