At a Glance
- Tasks: Manage customer complaints and engage with linguists to ensure top-notch service.
- Company: Join a diverse and inclusive team at Word360, where your voice matters.
- Benefits: Enjoy 24 days holiday, health perks, and opportunities for career growth.
- Other info: Flexible working patterns available to help you balance work and life.
- Why this job: Make a real difference by resolving issues and supporting linguists in their roles.
- Qualifications: Experience in complaints handling and strong communication skills are essential.
The predicted salary is between 30000 - 40000 € per year.
About the Role
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.
Complaints Coordinator in Birmingham employer: WORD360 Language Services
At Word360, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity, inclusion, and employee wellbeing. As a Complaints Coordinator, you will benefit from comprehensive training, generous holiday allowances, and numerous health and wellness perks, all while contributing to a supportive team environment that fosters personal and professional growth. With our commitment to recognising achievements and providing flexible working patterns, Word360 is the ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to complaints handling. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've successfully managed complaints or improved processes in previous roles. This will demonstrate your value to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Complaints Coordinator in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Coordinator role. Highlight your experience in complaints handling and any relevant skills that match the job description. We want to see how you fit into our team!
Show Off Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent written and verbal skills in your application. Use clear and concise language, and don’t forget to proofread for any typos or errors!
Highlight Your Organisational Skills:We’re looking for someone who can juggle multiple priorities. In your application, share examples of how you've managed your time effectively in previous roles. This will show us you can handle the fast-paced environment we thrive in.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for the Complaints Coordinator position. We can’t wait to hear from you!
How to prepare for a job interview at WORD360 Language Services
✨Know Your Complaints Handling
Make sure you brush up on your complaints handling experience. Be ready to share specific examples of how you've successfully resolved customer issues in the past. This will show that you understand the role and can handle the responsibilities effectively.
✨Showcase Your Interpersonal Skills
Since this role involves a lot of communication with both customers and linguists, highlight your strong interpersonal skills. Prepare to discuss how you've built relationships in previous roles and how you approach difficult conversations.
✨Demonstrate Organisational Skills
The job requires managing multiple priorities, so be prepared to talk about how you stay organised. Share tools or methods you use to keep track of tasks and ensure nothing falls through the cracks, especially when dealing with complaints.
✨Engagement and Feedback
Familiarise yourself with the importance of engaging linguists and gathering feedback. Think of ways you've previously advocated for improvements based on feedback and be ready to discuss how you would maintain regular communication with linguists in this role.
