Customer Service Coordinator

thebigword; Leeds; On-site; GBP 22,000 - 30,000; Full time

Job summary

Join a leading language service provider as a Customer Service Coordinator in Leeds. You'll play a vital role in helping clients overcome language barriers by providing exceptional support, fostering client relationships, and working within a collaborative team environment while enjoying various perks and benefits.

Benefits

Financial wellbeing platform ‘Wagestream’

Generous Annual Leave Entitlement

Healthcare Cashback Plan

Discounts at over 30,000 merchants

24-hour mental health support

Access to online courses

Long-Service Awards

Up to 2 Paid Volunteer Days

Equality, Diversity & Inclusion initiatives

Discounted taste card membership

Qualifications

• Experience in Customer Service or language service sector is a bonus.
• Strong desire to resolve issues and help clients.
• Ability to build positive relationships with clients.

Responsibilities

• Support clients with their booking needs in a collaborative setting.
• Quickly resolve customer queries using insights from the team.
• Match clients with the right linguists based on their needs.

Skills

Communication

Problem Solving

Initiative

Teamwork

Job description

Eradicating the final barrier of global communication…

At thebigword, we specialise in language solutions, translating over 1 billion words annually, support more than 250 languages and handle millions of interpreting minutes each year. As one of the largest language service providers globally, we utilise the greatest minds and boundary shattering technology to deliver phenomenal quality at scale to both our clients and linguist network. We’re proud that our services support thousands of people every single day, from NHS workers to global brands across the world.

Joining our team is not just a career, it’s being part of something much bigger!

At thebigword, everything we do is underpinned by our ELITE values (Excellence, Leadership, Innovation, Trusted, Empowerment) and we strive to be the best we can be in all that we do. Find out more about our values and the benefits of becoming a ‘bigworder’ here: https://en-gb.thebigword.com/about-us/career/

The Role Unveiled

Experience a collaborative atmosphere that thrives on teamwork and connection, with this office-based opportunity as a Customer Service Coordinator. At the heart of our operation, Customer Service supports in eradicating the final language barrier of global communication by sourcing a linguist to service our customers’ requirements or supporting clients with their bookings. Need someone fluent in legal 'jargon' in Swahili? That's our specialty!

Your Role in Action

• Our collaborative environment thrives on teamwork, where Customer Service Coordinators stand at the forefront, supported by Team Managers, Real-Time Analysts, and our tech wizards. Each call and booking comes with autonomy, backed by the assurance of support whenever it's needed. It's a dynamic balance between independence and a safety net, ensuring every Coordinator can shine.
• Uncover client needs and swiftly resolve queries using insights from thebigword's Interpreting Operations department.
• Master our Wordsynk application to offer comprehensive support in response to inquiries.
• Skillfully match clients with suitable linguists, providing consistent updates on progress.
• Reassure dissatisfied customers, swiftly escalating serious concerns for resolution.
• Offer real-time, empathetic customer care to both clients and linguists.
• Cultivate strong, positive relationships with clients and linguists, ensuring mutual satisfaction.
• Foster effective communication among Interpreting Services team members and departments within thebigword.
• Efficiently manage your workload while seeking managerial support when needed.
• Identify and escalate priority issues to operations management for prompt resolution.
  
  

The Perfect Match: Your Skills & Talents

• Thrive on making a positive impact on people's lives, excelling as a communicator and attentive listener.
• Proactively tackle challenges, showcasing a desire to understand and resolve issues.
• Embrace initiative, confident decision-making, and a strong moral compass to always 'do the right thing.'
• Driven by passion and commitment, aiming high to achieve targets while staying resilient and accountable.
• Enthusiastically contribute to team success, finding joy in collaboration and celebrating achievements with colleagues.
• If you’re experienced in Customer Service or have any experience in the language service sector, this would be a bonus!
  
  

Perks That Make You Smile

Our people are the key to our success, so we reward them with excellent benefits and perks including:

• Access your pay as you earn it through our financial wellbeing platform ‘Wagestream,’ a tool that lets you track your earnings in real-time, access a percentage of your pay as you earn it, learn easy tips for managing your money and save straight from your pay into pots for the future.
• Generous Annual Leave Entitlement that increases with length of service.
• Healthcare Cashback Plan - Health insurance products in the UK that helps people cover every day healthcare needs by providing cashback on a range of health benefits including dental and optical.
• Discounts at over 30,000 merchants for you and up to 5 family members to save on travel, electronics, tickets, cinema, and more!
• Employee Assistance Program – 24-hour mental health support to help our team members live happier, healthier lives.
• Apprenticeships, Qualifications & Development Opportunities – You can also access 1000’s of online courses to enhance your personal hobbies and interests.
• Long-Service Awards, Wedding & New Baby Gifts
• Up to 2 Paid Volunteer Days – Take time off to give back to your local community, or a cause close to your heart.
• Equality, Diversity & Inclusion Committee, CSR Committee, and Wellbeing Committee – Cementing our dedication to being an equal opportunities employer, these valuable groups are active across our organisation, supporting in change initiatives across the business, and shining a light on these important areas.
• Discounted taste card membership.
  
  

Enjoy ‘the Brainworks’, our vibrant and collaborative office:

• Free on-site Parking
• Free Breakfast at the Brainworks.
• Zen-Den – at the Brainworks. A calm and tranquil space for prayer, relaxation, and your wellbeing
• Fun Activities – Enjoy Pool, Table-Tennis or Giant Chess along with fun and frequent events.
  
  

The Opportunity Awaits

Ready to apply? Submit your CV, we’d love to hear from you! Once you've applied, we'll keep you informed throughout the process. Note that the successful candidate must be UK-based with the right to work in the UK.

If you'd prefer to join our freelance linguist community as a translator or interpreter, email your details to [e-mail], and we'll be in touch.

Successful applicants will undergo a basic criminal record check, with some roles requiring additional clearances or SC clearance.

Equal Opportunities

At thebigword, we prioritise the physical and mental health of our global teams. We are a Level 2 Disability Confident Employer, have signed the Menopause Workplace Pledge, and are proud to have signed the Mental Health at Work Commitment. Should you require reasonable adjustments for your interview or subsequent employment, please notify our team. Our mission is to welcome everyone and create inclusive teams, celebrating differences and encouraging everyone to join us and be themselves at work. To find out more about our dedication to Equality, Diversity & Inclusion, and our ED&I Committee, click here: https://en-gb.thebigword.com/about-us/edi/