Booking Coordinator - THG Fluently

THG Ingenuity; Manchester; On-site; GBP 22,000 - 32,000; Full time

Job summary

THG Ingenuity is seeking a motivated Booking Coordinator to join the Operations team in the UK. The role manages end-to-end interpreting bookings, acts as the main contact for clients and interpreters, and performs essential admin tasks to support quality management.

You will allocate interpreters, maintain relationships, and ensure efficient booking fulfilment with a strong focus on customer service and teamwork within a fast-paced environment.

Qualifications

• Previous experience in an administrative, project support, or coordination role.
• Exceptional written and verbal communication skills, with a proven ability to manage high volumes of telephone and email correspondence.
• Strong customer-centric approach and commitment to excellent service.
• Proven ability to multitask, manage competing priorities and perform under pressure.
• Competence in using industry-specific software and coordination tools, with ability to learn new programs quickly.
• Solution-oriented, flexible, friendly, and a positive team player.
• Prior experience in interpreting or localisation industry is a plus.

Responsibilities

• Booking Management: Use the company booking portal to allocate and manage all interpreting bookings from start to finish.
• Client & Supplier Relations: Act as the primary contact for clients and interpreters, handling queries and maintaining relationships per quality procedures.
• Resource Allocation: Select and assign interpreters based on work nature, client preferences and availability.
• System Administration: Maintain updates in company systems to ensure accurate invoicing and contract performance analysis.
• Technical Support: Provide guidance and training on how to use the booking portal.
• Team Collaboration: Support colleagues and assist with onboarding new team members.
• Performance & Quality: Work toward meeting fulfilment KPIs and deliver high-quality, responsive service.

Skills

Administrative experience

Communication skills

Customer focus

Organisational skills

Tech savviness

Team player

Problem solving

Job description

About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.

ABOUT THG FLUENTLY

For over 20 years, THG Fluently has delivered trusted language services to organisations worldwide. Since 2018, Fluently has been part of THG Ingenuity, a global technology group providing brands with end‑to‑end commerce, technology, creative and fulfilment solutions. Within this ecosystem, Fluently plays a pivotal role in helping organisations communicate clearly, compliantly, and inclusively across languages and cultures.

A major part of our work supports the UK Public Sector, where clear and accessible communication is essential. We help public sector organisations turn language access into a driver of equity, trust, and impact, so that everyone can access the services they depend on.

At THG Fluently, we provide a comprehensive suite of language and accessibility services, tailored to the specific requirements and regulatory frameworks of the public sector. As communities become increasingly diverse, public services face growing demand for fast, reliable and inclusive communication. We support public sector organisations in meeting this challenge by combining operational excellence, secure technology, and human expertise.

JOBSUMMARY

We areseekinga motivated and highly organised Booking Coordinator to join our dynamic Operations team. The ideal candidate willbe responsible forthe end-to-end coordination of interpreting services, acting as thecentral pointof contact for both clients and interpreters. This role is focused on delivering exceptional customer service, ensuring efficient booking fulfilment, and performing key administrative tasks to support our quality management system.

Key Responsibilities:

• Booking Management: Utilise the company’s booking portal to efficientlyallocateand manage all interpreting bookings from start to finish.
• Client & Supplier Relations: Serve as the primary contact for clients and interpreters, providing responsive, professional support. This includes answering queries, discussing specific requirements, and proactively managing relationships and resolving any feedback or complaintsin accordance withquality procedures.
• Resource Allocation: Select and assignappropriate interpretersbased on the nature of the work, client preferences, and interpreter availability.
• System Administration: Complete all necessary administrative tasks andmaintainprecise updates within company systems to ensureaccurateinvoicing and support contract performance analysis.
• Technical Support: Provide guidance and training to both interpreters and clients on how to effectively use the booking portal.
• Team Collaboration: Actively contribute to a positive team environment by supporting colleagues andassistingwith the onboarding of new team members.
• Performance & Quality: Work towards meeting and exceeding fulfilment KPIs and personal targets, ensuring a high-quality, responsive service is delivered consistently.

Essential Skills and Qualifications:

• Experience:Previousexperience in an administrative, project support, or coordination role.
• Communication: Exceptional written and verbal communication skills, with a proven ability to build trust and comfortably manage a high volume of telephone and email correspondence.
• Customer Focus: A strong customer-centric approach and a commitment to providing excellent service.
• Organisational Skills: A proven ability to multitask, manage competing priorities, and execute tasks effectively under pressure.
• Tech Savviness: Competence in using industry-specific software, shared coordination tools (e.g., shared inboxes), and the ability to learnnew programsquickly.
• Personal Attributes: A solution-oriented and flexible ‘can-do’ attitude, a friendly and credible personality, and a commitment to being a positive team player.
• Industry Knowledge (Preferred): Prior experience in the interpreting or localisation industry is considered a plus.

THG Ingenuity is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG Ingenuity is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven’t heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG Ingenuity please contact one of our Talent team to discuss further.