About Migrant Help:

Migrant Help is a leading charity that has been established for more than 50 years and delivers a range of support and advice services to migrants across the UK. Our vision is for a global society that protects migrants, treats them with respect and enables them to reach their full potential.

We place a high value on employees in relation to the work that they do and the benefits the organisation offers, with an ethos of being a Great Place to Work. This includes understanding the importance of having a work life balance, offering enhanced family friendly provisions, additional holiday entitlements, Perkbox benefits and a non-contributory pension scheme.



About Clear Voice:

Clear Voice Interpreting Services is a language services provider and award-winning social enterprise that delivers instant telephone interpreting, face to face appointments and written translations to businesses and charities across the UK. We have a wide range of clients and a strong reputation in the asylum and refugee support sector. All of our profits go back to our parent charity Migrant Help to support asylum seekers and victims of trafficking.



Scope of the Role:

The post holder is expected to contribute to the overall success of the organisation in accordance with Migrant Help’s aims and objectives at all times. The scope of this role is to provide an overall professional support service to Clear Voice. The post holder will be required to adopt a pro-active approach towards implementing and maintaining local Clear Voice processes in line with any updated requirements. The main areas of this role will deliver the income generating 'Clear Voice Interpreters' service in all its activities under the direction of the Clear Voice Operations Manager on a day-to-day basis and the Clear Voice Director overall. This will include:

the taking of callers requiring translation or interpretation services,
the allocation of appropriate translators/interpreters,
participation in the recruitment of interpreters,
quality assurance of the interpreters,
planning and development, assisting with financial management, publicity and promotions and office management.

The post holder will work consistently to ensure the continuous development of the Clear Voice coordinator function; he/she will ensure that administrative processes, procedures and customer care are efficient, professional and consistent at all times. The post holder is expected to contribute to the overall success of the Organisation in accordance with Migrant Help's aims and objectives at all times.



Duties and Responsibilities:

Through the consistent and high-quality delivery of service, maintain and develop the service's values and reputation in the marketplace
Deliver and maintain our services under the We Are Digital Project, providing an excellent service at all times to all stakeholders
Respond to all telephone requests for interpretations/translators and, using the established system, connect the correct language interpreter according to client requirements
Form and maintain positive working relationships with current clients and partners
Maintain a robust CRM system and database of all interpreters who are registered with the service and Clear Voice customer records
Maintain the robust and timely booking & billing procedures
Support the development of partnerships that will add value to the service as directed by the Clear Voice Manager
In liaison with the Clear Voice Manager, produce and update promotional materials, client information packs, information packs and other documents needed to deliver the service
Implement and carry out client satisfaction feedback mechanisms
Assist with planning and coordinating events in order to promote the service
Support the Clear Voice Manager to keep up to date with competitors’ activities and rates by providing any relevant information gathered
Support the Clear Voice Manager and Business Development Manager to continue to develop and expand the interpreting and translation services in order to generate maximum profit
Support the recruitment, selection and induction of a large bank of freelance interpreters
Support the team with the day-to-day administrative needs of a busy service as and when required
Maintain accurate and regular monitoring of call quality and conduct based on a set timescale to ensure the highest standards of service delivery
Ability to deal with minor complaints, being able to follow established procedures through to satisfactory resolutions for all parties involved Compile reports and statistical information as required
To support and demonstrate the vision and values of our organisation at all times
Follow all policies of Migrant Help, as the parent organisation to Clear Voice
Any other reasonable duties assigned, including administrative and operational tasks within the post holder’s competency
Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process.