At a Glance
- Tasks: Manage customer complaints and engage with linguists to ensure top-notch service.
- Company: Join Word360, the UK's largest interpreting and translation company.
- Benefits: Enjoy 24 days holiday, health perks, and career growth opportunities.
- Other info: Flexible working patterns and a diverse, inclusive culture await you.
- Why this job: Make a real difference by resolving issues and supporting linguists.
- Qualifications: Experience in complaints handling and strong communication skills required.
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, reduced gym memberships, reduced 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.
- Recruitment Process
- Successful applicants will complete a short pre‑screen, including recorded answers to a few questions, along with a psychometrics test.
- If shortlisted, you’ll be invited to a first interview (via Microsoft Teams or in person).
- Finalists will attend a final interview (again, either online or face‑to‑face).
- Please note, the process may change.
- 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.
About Us
Word360 is the largest Interpreting and Translation company in the United Kingdom and we are lucky to be working alongside some brilliant clients across nationwide.
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Complaints Coordinator employer: Word360
Word360 is an exceptional employer dedicated to supporting the deaf community through innovative communication solutions. With a strong focus on employee growth, we offer comprehensive training, generous holiday allowances, and a vibrant work culture that celebrates diversity and inclusion. Located in Edgbaston, our hybrid work model allows for flexibility while fostering collaboration and engagement through social events and wellness benefits.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Word360. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Word360 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Word360:Your cover letter is your chance to shine! Tell us why you want to work at Word360 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Word360!
How to prepare for a job interview at Word360
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
