Main Purpose of Job
The Complaints & Linguist Engagement Coordinator will be responsible for the effective management and resolution of customer complaints while also overseeing the ongoing engagement, performance, and compliance of subcontracted linguists.
Responsibilities and Duties
Complaints Handling & Quality Assurance
- Assisting with daily monitoring and management of the feedback Mailbox.
- Manage follow-ups for all complaints received via email and/or telephone.
- Investigate complaint cases by engaging with all relevant parties.
- Keep complainants regularly updated in line with company SLAs.
- Respond to all complaints in adherence to company SLAs.
Linguist Engagement, Performance & Compliance
- Conduct follow-up communications with newly onboarded linguists to ensure effective system adoption and understanding of industry guidelines.
- Monitor subcontractor (linguist) performance and work with the wider team to address incidents or service issues.
- Contact inactive linguists to explore re-engagement or archive records where appropriate.
- Maintain regular communication with linguists to gather feedback, resolve challenges, and support retention.
- Advocate for improvements based on linguist feedback where appropriate.
- Assist in planning and coordinating linguist roadshows, workshops, and engagement events.
- Ensure all actions and updates are accurately documented against linguist profiles.
Skills and Attributes Required
- Proven experience in complaints handling (minimum 1 year).
- Strong interpersonal and relationship-building skills.
- Experience working in a fast-paced, high-pressure environment.
- Excellent organisational skills with the ability to manage multiple priorities.
- Strong attention to detail and analytical problem-solving ability.
- Competence in maintaining accurate, timely records.
- Excellent written and verbal communication skills.
- Ability to work independently while contributing effectively to a small team.
- Previous administrative experience.
- Negotiation skills and adaptability to changing demands.
- Self-motivated with a proactive approach to workload management.
Benefits
- Holiday Allowance: 24 days of holiday per year, plus bank holidays, and an additional day off for your birthday.
- Loyalty Reward: Earn an extra paid holiday for every two years of service, up to a maximum of 29 days.
- Comprehensive Training: Enjoy a structured onboarding process, full training, and ongoing development opportunities, including annual group training to help you excel.
- Employee Recognition: Celebrate achievements with our employee awards and development programs.
- Health and Wellness: Benefit from health insurance, free gym memberships, free cinema tickets, and more.
- Career Growth: Your efforts drive your success. With our ambitious growth plans, you’ll continually expand your expertise and opportunities.
- Cycle to Work Scheme: Join the cycling revolution with our support.
- Pension Scheme: Secure your future with our workplace pension plan.
- Paid Sick Leave: Rest assured with paid time off during illness.
- Social Events: Engage with colleagues and innovate through business-wide social events.
Diversity, Inclusion and Wellbeing
Diversity, inclusion and wellbeing is an important part of Word360's culture and values. We recruit talented people from a diverse range of backgrounds and cultures, providing equal opportunities for all to join our team regardless of age, sex, race, sexual orientation, disability, or culture.
We create an exciting and rewarding place to work that aims to fulfil everyone's potential and together to achieve personal and business goals. We offer flexible working patterns to help our staff achieve a good work/ life balance and we encourage candidates seeking flexibility in their next role to apply for any of our vacancies.
Additional Information
If you are successful in receiving an offer of a role with our company a variety of pre-employment screening checks will be completed. Our screening checks can include but are not limited to your eligibility to work, professional and academic qualifications, any criminal records, your financial stability, and references from previous employers. The screening that takes place will be relevant to your role and will vary from role to role.