Account Manager at thebigword

Leeds, United Kingdom | Permanent, full-time

| £25,000 – £30,000 per annum

An exciting opportunity has become available for an Account Manager to join our MOJ team at thebigword family based in Leeds.

Overview of Department

Interpreting Operations is the team that links our clients to the right linguist. Need someone who can speak legal ‘jargon’ in Swahili? That’s where we come in!

We help supply global interpreting (spoken) services to our clients by making over 10,000 face-to-face bookings and 140,000 telephone interpreting calls every month! We use some of the best-in-class technology which automates up to 70% of all our face-to-face bookings and ensures our clients are connected to an Interpreter through telephone interpreting in under 60 seconds!

Our team provides quality support to our clients and our highly skilled linguist community to ensure customer needs are accurately matched to the skills they require. Where English is not someone’s first language, many of the normal day-to-day situations they encounter can be a daunting experience. It’s our job to step in and make that experience easier for them by breaking down the language barrier and putting them on an even playing field.

Our team takes the time to understand our clients’ needs and to find them a resolution by matching them to the linguist they need. Our team operates 24/7/365 to make sure we are there whenever our clients need us. That means we can offer a variety of shift patterns to suit almost everyone’s needs.

Teams within the department

Interpreting Operations has 3 teams:
Sourcing – this team will ensure we can provide a linguist for a pre-booked appointment. This can range from a Court date to a business meeting. The team will receive details from the client regarding their requirements and the sourcing team will exhaust our pool to match to appropriate linguist to the job. You need to be able to build good working relationships with linguists, who you will speak to on a regular basis. Our clients include the Ministry of Justice and HMCTS; Children and Family Court Advisory and Support Service, the Police, NHS and DWP to name a few.

Telephone Interpreting (TI) – This is our emergency responder team! They are the link between the client and interpreter in fast-paced situations. These are not pre-planned bookings but situations that have arisen without notice. For example, you may have to find an interpreter to speak to ambulance crew at the scene of a road traffic incident. This is fast-paced work which also gives you the opportunity to work with our international partners.

Helpdesk – These guys are our customer service team – working on both inbound and outbound calls. They have to be able to respond quickly to situations as they don’t always know what the next query is that will arise – but they can adapt and are determined to find a solution. Some of their day-to-day tasks can be trouble shooting our Company App, Wordsynk; chasing appointments that have been booked; update and/or amend existing bookings; be made aware of high-profile media cases and escalate accordingly; work with Judges and civil servants to ensure their requests dealt with (such as whether a booking should be face-to-face or remote); and coordinating some short notice appointments to name a few.

All of our teams work closely together and are supported by Team Managers, Duty Managers and our technology division. They take responsibility for each call and have a lot of autonomy but in turn, support is there when it’s required.

Key Responsibilities

You will be responsible for building, managing and maintaining long-term relationships with thebigword customer(s)

Daily engagement with your customer(s) to build strong relationships and ensure customer satisfaction

Assist with any RFP/Tender/Proposal

Build, maintain and develop internal and external relationships with key stakeholders through effective written, verbal and face to face communication

Develop, agree and maintain an account plan for each customer

Generate sales among customer(s) accounts, including upselling and cross-selling

Operates as the point of contact for assigned customer(s)

Makes sure customer(s) receive requested products and services in a timely fashion

Escalates customer(s) needs and demands to appropriate team/manager/department

Forecasts and tracks customer account metrics

Prepare for and attend QBRs or other major stakeholder meetings as required

Manage projects within customer relationships, working to carry out customer goals while meeting TBW goals

Coordinate with staff members working on the same account to ensure consistent service

Delivery of training to end users face-to-face, webinars, over the phone, video conference as appropriate

Building strong working relationships across the business to enable delivery of the SLA’s within the contract

Create and maintain all required CRM records

Be actively aware of work completed for your customer(s)

Be knowledgeable about revenue and profitability and report accordingly

Provide best practice solutions to customers – including workflow reviews to ensure best practice workflows are implemented which are efficient and add value

Knowledge, Skills & Experience

You should apply if you….

have proven experience as an Account Manager, Key Account Manager, Sales Account Manager, or similar

are a strong influencer with great personable skills

have experience of working within a changing environment and able to confidently flex with demands

can demonstrable the ability to communicate, present and influence key stakeholders at all levels of an organisation

are driven by a desire to hit targets

have experience delivering client-focused solutions to customer needs

have a proven ability to successfully manage multiple account projects at a time, while maintaining sharp attention to detail

have excellent listening, negotiation and presentation abilities

have strong verbal and written communication skills

It would be an added bonus if you…

have experience with CRM software

have industry specific experience

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 and Employee discounts

Employee assistance program

2 paid volunteering days per year

Free onsite parking

Apprenticeships, qualifications and development opportunities

A culture committed to diversity, equality and inclusion.

Free breakfast in the Leeds office

Long-service awards

Wedding & new baby gifts

Quarterly employee recognition awards

Access to online courses to enhance your personal hobbies and interests

Give as you earn – the ability to donate to a charity of your choice directly though your wages monthly

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 UK based with the right to work in the UK.

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.

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.

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.ernity or disability.