What are we about:

Our ambition is simple. To combine our global know-how with local insight to help our clients turn their business goals into reality. By offering innovation, automation and organizational design. All with a personal touch.

Where the strategic magic happens:

London is our base of operations. Here, we’ve created an international office with dozens of exceptional people. Over the years, we’ve worked hard to secure our place as leading advisors and business support consultants within our industries. We are incredibly proud of what we’ve achieved so far and plan to continue along the same path. Constantly learning, improving and growing to make sure we always create lasting value for our clients.

Our Mission

Create value and reimagine the technology that powers the categories we work in. Provide management and consulting teams that turn start-ups into medium-sized businesses and support them as they evolve.

Summary

Working within the Global Translation Services department, this role is responsible for receiving client orders, assigning relevant resource, managing prioritisation and deadlines across a wide range of translation service requests. This role oversees the end-to-end language process and plays an active part in troubleshooting operational issues. This role is also responsible for maintaining data integrity of our order scheduling and translation memory systems, as well as following department standard operating procedures (SOPs) across our workflows.

This is a client-facing role dealing with customers globally, with varied requirements, in a fast-paced environment. The role ensures a high level of customer satisfaction, working with regional translators to complete orders on time and to a high quality specification.

This role will have the opportunity to influence the success of this collaborative and customer-focused team contributing to ideas, client service offerings and operational solutions with a continuous improvement mind-set to create a best in class service.

Key responsibilities

• Providing excellent customer service and building relationships with global clients to ensure professional and customer-focused communication at all times.
• Keeping aligned to customers, understanding their operational needs and work schedules.
• Receiving language service orders and effectively scheduling resources to ensure deadline dates are met and prioritisation is correct.
• Working with translators on resource capacity planning and troubleshooting administration queries.
• Actively managing third-party vendors for translation work and ensuring vendor performance meets expectations as required.
• Upholding data integrity in internal scheduling and repository systems such as Easy Redmine and memoQ.
• Posting content onto WordPress platforms for our clients, focusing on quality and accuracy.
• Able to support large scale projects in addition to daily BAU tasks, with the ability to adapt to new business requirements.
• Escalating issues appropriately and swiftly.
• Potential opportunity to provide quality control on tasks, should language skills be relevant.
• Working as part of the Global Translation Services team, ensuring high levels of collaboration at all times and seeking feedback from Squad Leaders as required.

Requirements

• Customer service mind-set, ability to ‘get things done’.
• Experience in working within a language operation or relevant field is a strong advantage.
• Professional level verbal and written communications skills and a diplomatic demeanour.
• Great team player with collaborative approach and attention to detail.
• Ability to juggle multiple demands and keep to prioritisation schedule, managing deadlines and escalating issues appropriately.
• Ability to work within strict timeframes.
• Ability to use own initiative, to pre-empt potential problems and find solutions.
• Proficient in Microsoft Office software.
• Additional languages would be an advantage.