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Leeds, United Kingdom | Permanent, full-time
| £20,319 per annum

Thebigword makes the world a smaller place by breaking down language barriers, supporting global trade and helping people access goods, commerce and services in their own languages. Founded in 1980, we provide the best translation, interpretation, localisation and language technology solutions – handling up to 50,000 worldwide assignments every day. We’re a truly global business. To us, a first-class service means meeting every client’s cost, quality and delivery expectations every time. We achieve this through our innovative language technology, elite team of skilled and professional staff who deliver every single time. At thebigword, everything we do is underpinned by our ELITE values and we strive to be the best we can be in all that we do:

Excellence: We commit to always doing our best, delivering excellent results consistently

Leadership: We have the courage to shape a better future

Innovation: We look at the problem from a different angle

Trustworthy: We always tell the truth

Empowerment: We empower our teams to make decisions

We currently have an exciting opportunity available for a talented Dutch and English speaking Customer Service Coordinator to join our team! The role will be predominantly working from home.

As a Customer Service Coordinator you will:

• Be fluent in Dutch and English
• To identify clients needs and find an appropriate solution to their query
• To understand the workings of thebigword Interpreting Operations department to be able to provide a swift resolution to queries.
• To understand our Wordsynk application to ensure you are able to provide support in response to queries
• To source appropriate linguists for clients requirements
• If a customer is unhappy, to try and reassure them and escalate any serious concerns as necessary
• Provide real-time customer care to clients and linguist
• Build positive relationships with both clients and linguists
• Create effective communication channels with all Interpreting Services team members and thebigword departments
• To manage your own workload and seek support from your manager when needed
• To identify and escalate priority issues to operations management

What we are looking for:

• want to make a real difference to people’s lives
• are fluent in both Dutch and English
• are a good communicator and excellent listener
• have a desire to understand issues and resolve problems
• like using your initiative
• are confident in your decision making
• have a desire to ‘do the right thing’
• are passionate and driven to hit your targets
• are resilient
• will take accountability to see complaints through to resolution
• like working in a team; sharing and celebrating successes and good practice with your colleagues
• want to work from home

It would be an added bonus if:

• have customer service experience
• have any experience in the language service sector

Why work for us?

We are a close-knit team here at thebigword and we recognise that people make our company what it is so, we reward them with excellent benefits and perks including:

• Generous annual leave entitlement that increases with length of service
• Healthcare cash plan
• Employee assistance programme
• Wellbeing garden for all our staff
• Home working
• Flexible working
• Employee discounts and cashback
• Free onsite parking
• Apprenticeships, qualifications and development opportunities
• A culture committed to diversity, equality and inclusion.
• Free Breakfast and fully equipped kitchen area in the Leeds office
• Onsite shower, washer and dryer in the Leeds office

Think this role is for you?

Click the link below and easily apply with your CV. Once we have received your application, we will let you know and will keep you up to date on your application progress. We wish to stress that the successful candidate must be based the UK with the right to work in the UK.

Due to the nature of our business, all successful applicants will be required to complete a basic criminal record check as a minimum. Some roles also require CTC clearance or SC Clearance.

If you would prefer to join our wonderful freelance linguist community as a translator or interpreter, please email your details to [email protected] and our team will be in touch

Equal opportunities:

thebigword is dedicated to promoting and protecting the physical and mental health and wellbeing of all our staff. We are a Disability Confident Employer, achieving level 2 of the scheme, we have signed the Menopause Workplace Pledge and we have signed the Mindful Employer Charter. Should you require any reasonable adjustments for your interview please make the Careers Team aware. Following a successful interview, if you believe you will require any reasonable adjustment for your subsequent employment with thebigword, please discuss this with your manager as soon as possible to allow us to implement your adjustments prior to you joining us.

thebigword is committed to encouraging diversity and opposing all forms of discrimination in our working environment. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. As an international company that operates worldwide and due to the nature of our industry we are a multicultural company. We have a large diverse client base which demands diversity amongst our employees to be able to service our clients effectively, thus meaning we employ people from different cultures and we do not discriminate against people on grounds of race, ethnic origin, colour, nationality, national origin, religion/belief, age, gender, gender reassignment, sexual orientation, marriage, civil partnerships, pregnancy, maternity or disability.