T: +44 161 928 2533

F: +44 161 928 2566

E: info@dalanguages.co.uk

Statham House | Talbot Road | Stretford | Manchester | M32 0FP

The administration department is to primarily provide admin support to the booking co-ordinators, provide interpreter support for those booked to attend jobs and be first point of contact for incoming telephone calls to the booking department.  Further admin assistance will be needed for other departments as and when required.

 

Main Duties and Responsibilities

  • Receive bookings via telephone which need to be passed on to booking co-ordinators, obtaining all information needed in advance
  • Answer telephone calls in a professional manner and direct the call to the right department
  • Ensure full communication is kept with interpreters and clients regarding their bookings when dealing with any queries
  • Take telephone calls from interpreters who will be late to bookings, assisting them with travel information and contacting the clients to inform them
  • Documenting Non Conformance information via email to the Manager, updating Link with the information and adding the data to the Non Conformance spreadsheet when needed.
  • Sending correspondence to interpreters regarding their work, including positive feedback and also non-conformance results when penalties have been issued and warning letters are needed.
  • Filing any paperwork, this could include paperwork from all departments
  • Provide photocopying and scanning assistance to all departments
  • Add bookings to D A Link where client do not raise the request through D A Link
  • Ensure all special instructions and client requirements are visible on link for booking co-ordinators, interpreters and clients to see
  • Work supportively with the booking co-ordinators to build up a successful relationship, also helping them when their workload is high
  • Provide adhoc, occasional out of hours cover when needed
  • 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 admin support is needed
  • Work efficiently as a team to ensure all staff are able to meet their targets when workload is high
  • Take additional telephone calls from clients and interpreters on the booking co-ordinators mobiles where needed
  • Deal with queries from clients and interpreters regarding bookings
  • Provide cover for your team in their absence
  • To ensure all data is recorded on D A Link, including notes regarding your jobs that needs to be available for all staff to see
  • Troubleshooting to ensure we provide the best possible service when things go wrong
  • Assisting with booking linguists when Booking Co-ordinators have an increased workload
  • Assisting the Telephone Department with conference calls
  • Providing support to the Administration Line Manager where new clients need on-boarding onto our in-house system DA Link.

 

 

Qualities needed within the admin department

  • Create an energetic and positive atmosphere for your work colleagues
  • Be committed to your workload and actively seek to complete your duties in a timely manner
  • Be enthusiastic, willing and show initiative where possible
  • Be able to work under pressure effectively and accurately and for prolonged periods of time
  • Keen interest in developing your skills based on the needs of the office
  • Work as part of a team on a daily basis
  • Understand and appreciate the needs of the business and be sympathetic towards them
  • Have care and concern for the work done, aiming to always work to the best of your ability
  • Ability to learn and progress in an ever fast paced environment
  • Have an interest to develop your knowledge in the language industry
  • Be able to work under own initiative in a pro-active manner

 

 

Decisions and Judgements

  • Prioritisation of workloads at busy times
  • Knowing when team leader needs to be informed of any problems/ increased workloads
  • Evaluation of clients’ and work colleagues needs
  • Answer interpreter and client queries on Interpreting Service rules and codes of practice
  • Decide when queries or complaints should be escalated to management

Please send CV’s to emma.whitemoss@dalanguages.co.uk