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Job description

Looking for a change? This is opportunity knocking.
Remote. Online Position. Good remuneration with an established and trusted Transcription Company that has been in the business for over 10 years.

Immediate Start: ASAP/ 3rd July 2023 (but and apply as soon as possible)
Hours: Vary depending on the number of enquiries/projects being managed. Based on the previous 12 months – between 4 and 8 hours per day, Monday-Friday. Largely flexible – obviously, the Manager will need to be available to connect with clients during business hours (e.g. take client calls, return emails promptly).
Remuneration: Based on per minute of recording managed. Independent Contractor Agreement. Based on the previous 12 months. Jan 22 - Jan 23: £1,760.00 – £3,193.0 per month. Again, this is dependent on the monthly demand for services. The more demand, the more hours. All in all, the final pay rate is designed to be very good for the amount of work performed.
Ideal Candidate: A people person who has attention to detail. Able to turn their hand towards developing clients as well as managing the details of the sales process. Must have proven experience with building client relationships and proven attention to detail. You will be either looking to return to the workforce or take a step up. Must be available to match the peaks and troughs of demand. Must be proficient (or willing to build proficiency quickly) in the use of spreadsheets and invoicing software. Ensuring things are right the first time for our clients - and providing ‘wow’ factor service is key. Looking for a change? This is opportunity knocking.

Position Overview

The manager serves as the point of contact for the business: the critical link between our clients ordering transcription, captioning or translation projects and our contractors. As can be expected, relationships are our top priority.

We are looking for an experienced, skilled and personable manager. A manager who can not only maintain and develop long-lasting relationships with our current clients but also recognise opportunities to generate new relationships with prospective clients. On the other hand, also maintaining good working relationships with our contractor team and ensure the projects are delivered to clients in a timely manner and on spec.

Company Overview

The Transcript Divas team turns audio and video recordings into typed transcripts. We also provide video captioning and translations. With over 10 years in the industry and a long list of established business, government and academic clients, we take pride in providing a market-leading, world-class service.

Responsibilities

Build Relationships With Clients:

• Promptly answer/return calls, emails etc., about services, rates, and processes.
• Gather information on a client’s organisation, their role and projects. Identify needs, expectations and risks, then develop service packages that match.
• Follow up and ‘keep in touch’ with past and current clients. Keep clients updated on project changes or issues, new services or opportunities for them and their network.
• Identify opportunities for up/cross-selling or business expansion into existing client networks and organisations.
• Identify and keep an accurate record of client needs, expectations, projects, interactions etc., in the CRM database.
• Develop and implement a communication process.

Gather and Act on Client Feedback

• Develop Diva's reputation as the go-to ‘trusted advisor’ for the services we offer.
• Avoid complaints by ensuring satisfaction with services throughout the process. Keep clients involved and engaged in developments and changes.
• Resolve negative feedback/complaints quickly by listening to clients' issues, and correcting or discounting services when appropriate. Future issues are mitigated by improving processes. Process and outcomes communicated to clients.
• Develop and Implement a Feedback Process.

Manage the details of the Production Process

• Ensure clients receive services that meet expectations and specifications.
• Manage contractor teams to deliver projects on time and on quality.
• Invoice and gather feedback from clients.
• Accuracy and attention to the details is key in this role. You know the value of the saying “Measure twice. Cut once”.

Collaborate On Business Innovations & Improvements

• The manager reports directly to the business owner and works in conjunction with the accounts and bookkeeping teams, HR, typists and quality control to deliver on the business goals.
• The manager meets regularly with these other team members to track progress and develop new ways to improve the business.

Position Goals

Old Client Retention: Maintain and deepen relationships with current clients, increasing our involvement by tweaking/cross or upselling services to them, their organisations and their wider networks.
New Client Acquisition: Convert incoming leads and enquiries (emails, calls etc.) into needs assessment, then quotes and service packages, and then orders.
Client Satisfaction: Design service packages that exceed client expectations and needs, gathering and recording feedback from clients.
Client Project Management: Review client orders and assign them to the contracting team. Manage the return of finished projects to clients, on time, on quality and to expectation (along with an invoice). The details are correct.

PERSON SPECIFICATION

Skills & Ability

Availability / Work Hours:

Availability to answer client communications and manage projects during business hours, 9 am – 5.30 pm. Monday to Friday.
Availability to work with the peaks and troughs of service demand, with some days being busy (6-8 hours of input needed) and others being on the lighter side (2-4 hours of input needed).
Some flexibility to work outside normal business hours as needed by the client and/or business owner (e.g. online team meetings etc.).

Problem Solver:

‘Can Do’ attitude, creative and analytical thinker. Identifies problems, researches and executes solutions that leverage Transcript Diva services.
Knows when to request assistance when out of depth or when something needs an ‘extra set of eyes’ before being actioned.

Communication Expert:

Strong verbal and written communication skills
Demonstrable ability to communicate, present and influence.
Strong office acumen – writing, phone and presentation skills.
Double checks before clicking send. Measure twice - Cut once.

Relationship Builder:

Proven track record of both maintaining and creating client relationships and positive client feedback.

Business Acumen:

Diligent and resourceful.
Can undertake research independently to gain an understanding of a client’s needs and expectations and design personalised packages to fit them.
Understands general business concepts around being competitive – points of difference and the competitive landscape so what we offer is unique and of value.
Ability to make decisions and work independently, with deliverables and deadlines top of mind.

Experience

Work Experience:
Experience developing and maintaining client relationships e.g, Account Manager,
Sales or Marketing Manager, Project Manager or another relevant role.

Software Experience:
Applicants should be proficient, or willing to build their proficiency quickly, in:
CRM Software (Salesforce etc.) Can create/update client information.
Invoice Software (Xero etc.) Can create/send invoices.
Spreadsheet Software (Google sheets etc.). Can understand/manipulate basic spreadsheet formulas.

Job Type: Freelance

Salary: £1,760.00-£3,193.00 per month

Benefits:

• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Commission pay
• Performance bonus

Application question(s):

• Please detail how you would develop relationships (and increase sals) with our current B2B clients?
• Please detail your experience with invoice software and spreadsheets.
• Do you have good experience in developing relationships with clients in a B2B environment? If no, then please do not apply - this is critical
• Please detail how you would find more B2B leads for our business.

Work Location: Remote

Application deadline: 26/06/2023
Expected start date: 03/07/2023