Booking Administrator

The scope of this role is to provide an overall professional support service to Clear Voice. You will be required to demonstrate a proactive approach towards implementing and maintaining internal Clear Voice processes in line with any updated requirements. The main areas of this role will deliver the income-generating operational service in all its activities under the direction of the Clear Voice Operations Services Manager on a day-to-day basis and the Clear Voice Director overall. This will include:

• Processing booking queries from clients and the allocation of appropriate linguists
• Providing professional administrative support
• Answering front of house calls via IVR system, and connecting on-demand calls through the interpreting platform, Through the consistent and high-quality delivery of service, maintain and develop the service's values and reputation in the marketplace.
• Respond to all on-demand requests routed from the interpreting platform ensuring that clients are connected to appropriate linguists promptly meeting set KPIs.
• Process face-to-face, video, and telephone appointment requests in a timely manner, ensuring targets and KPIs are met. Ensure confirmation processes and associated paperwork is completed accurately.
• Liaise with internal and external stakeholders over appointment changes or cancellations.
• Form and maintain positive working relationships with internal and external stakeholders; ensure to deal with enquiries in a timely manner and use appropriate communication channels; demonstrate a good knowledge of other departments to forward enquiries where required.
• Efficient use of CRM system and databases to access information relevant to booking tasks.
• Processing of timesheets to a high standard within set deadlines.
• Act as a first point of contact for feedback provided by clients and linguists; demonstrate the ability to deal with minor issues, being able to follow established procedures through to satisfactory resolutions for all parties involved and liaise with relevant departments where appropriate; Ensure that data relevant to linguist reliability is recorded as per internal processes.
• Ability to negotiate fees and rates for individual bookings to ensure value for money., The team operates Monday to Friday 9am - 5pm, there may be occasion where you are required to work outside your contracted hours so flexibility is needed.
• This is a hybrid role, there may need a need to attend the office in Dover on occasion, the remainder of your time can be home working., Clear Voice and Migrant Help are committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process.
- This post is subject to a Disclosure and Barring Service (DBS) check Therefore the applicant must:
• Be able to provide documents to show their right to work in the UK i.e. passport or other right to work documents such as work visa, settled status document, certificate of registration, naturalization as a British citizen, Biometric Residence Permit etc.
• Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment.
  
  The successful candidate will be organised and innovative, have demonstrable experience working within recruitment for a language service provider, and be passionate about protecting our vulnerable clients., If you are accountable and an excellent communicator, have demonstrable experience in building successful relationships and are looking for an exciting role within a social enterprise that is making a difference, we'd love to hear from you!, Understanding of either a call handling environment or a language services vendor management function
• Ability to work quickly and effectively within a pressurised environment, successfully managing competing priorities and meeting tight deadlines
• Ability to remain calm under pressure
• Ability to form good working relationships with demonstrable customer care skills and meticulous attention to detail
  
  Migrant Help is a leading charity that has been established for over 60 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.
We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work.


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