Booking Coordinator

thebigword; Brighton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading language services company in Brighton is seeking a dedicated individual to manage booking inquiries and provide exceptional customer service. The ideal candidate will excel in communication, problem-solving, and demonstrate accountability. You will be responsible for managing client relationships, resolving issues proactively, and supporting team collaboration. This role offers the chance to make a positive impact in a dynamic environment. Join us to contribute to excellent service delivery and client satisfaction.

Qualifications

• Adept at effective communication and attentive listening.
• Proactive problem solver with confident decision-making.
• Demonstrates integrity and accountability in all tasks.

Responsibilities

• Manage booking enquiries and effectively communicate with clients.
• Monitor supplier capacity and advise stakeholders on operations.
• Handle customer dissatisfaction and provide exceptional service.

Skills

Effective communication

Problem solving

Customer service expertise

Attention to detail

Job description

Your Role in Action – Key Responsibilities

At Clarion, a high‑octane hub of exceptional service delivery, we cater to many clients, including critical services, public and private sector. With 28,000 face‑to‑face bookings and 72,000 Telephone Interpreting calls per month, monotony simply doesn't exist here. We thrive on achieving key SLAs while fostering the growth and well‑being of our members.

• Manage booking enquiries and effectively communicate with clients, addressing their queries and escalating priority issues.
• Monitor and advise on supplier capacity to the relevant stakeholders ensuring efficient departmental operations.
• Adhere to schedules, proactively sourcing bookings within defined parameters.
• Handle customer dissatisfaction, recording service complaints, and provide exceptional customer service to all inbound callers.
• Provide real‑time support to clients and linguists, maintaining strong communication channels with suppliers and internal departments.
• Manage queries related to bookings, invoicing, and portals, including handling new requests, amendments, and cancellations.
• Prioritise workload, identify and escalate issues, and support new starters' training, contributing to client relationship building and business retention.
• Assist the relevant stakeholders in work allocation, showcasing competence across all internal management systems.

The Perfect Match: Your Skills & Talents

• Prepared to make a difference, adept at effective communication and attentive listening.
• Proactive problem solver, embracing initiative and confident decision‑making to resolve issues.
• Committed to integrity and accountability, demonstrating resilience and a personal drive to meet and achieve targets and KPI’s.
• Thrives in a collaborative team environment, eager to celebrate successes and share best practices with others.
• Passionate about combining customer service expertise and familiarity with the language services sector.
• Thrive on making a positive impact on people's lives, excelling as a communicator and attentive listener.