Interpreter Manager Team Leader
Apply locations UK London Office time type Full time posted on Posted 7 Days Ago job requisition id R9852
Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.
Job Description
Position: Interpreter Manager Team Leader
Department: Language Resources (Public Sector)
Reports to: Head of Interpreter Resources
Location: Head Office, 5th Floor, Queen Elizabeth House, 4 St Dunstan’s Hill, London, EC3R 8AD
Company overview:
LanguageLine Solutions is a global leader in language services, with over 42 years of experience delivering high-quality interpreting and translation services. With global headquarters in California and European headquarters in London, LanguageLine Solutions sets the industry standard for interpreting and translation services worldwide.
Main Job Purpose:
The Interpreter Manager Team Leader is responsible for the overall management of the Interpreter Management Team within the Language Resources Department. This role involves overseeing the day-to-day management of the Face-to-Face interpreters, ensuring they meet the company's high standards. The role also includes delivering induction training to interpreters, managing the responses to interpreter queries via call and email, interpreter quality and behaviour via the Quality Assurance and Behaviour Management process, investigating and responding to interpreter related complaints and the ongoing compliance for LanguageLine Solutions' interpreter base in line with contractual requirements for Face-to-Face interpreting services.
Key Responsibilities:
1. Provide effective day-to-day leadership and management for the Interpreter Management Team, ensuring optimal workload distribution, performance tracking, and absence management.
2. Train, mentor, and establish high standards for new team members, setting a strong example of leadership.
3. Manage and ensure compliance for all Face-to-Face interpreters, verifying that Disclosure and Barring Service (DBS) checks and NPPV3 security clearances are current. Handle new applications and renewals in accordance with DBS and security policies.
4. Supervise the resolution of interpreter-related complaints, ensuring written resolutions are completed within the designated SLA to uphold quality standards and client satisfaction, taking any follow up action in line with the Quality Assurance and Behaviour Management Policy.
5. Ensure the team effectively manages ongoing administrative responsibilities such as processing interpreter references, meeting team performance targets, managing email inboxes, and addressing escalated issues promptly.
6. Foster strong relationships between the team and the interpreter base through clear communication and successful handling of escalated matters.
7. Lead the continuous improvement and refinement of onboarding and compliance processes, ensuring that all relevant documentation adheres to ISO regulations.
8. Ensure the team handles personal data responsibly and in compliance with GDPR regulations, reporting any data security incidents immediately, and following the Information Security Policy outlined in the Staff Handbook.
Person Specification:
Essential Experience, Knowledge, and Skills:
1. Strong written and verbal communication skills with a proven track record of meeting or exceeding performance expectations.
2. Experience in managing a high-pressure, fast-paced environment, with the ability to adapt to constant change.
3. Process-driven with excellent attention to detail.
4. Confident public speaker with effective presentation skills.
Additional Requirements:
This role requires a basic DBS Disclosure and compliance with GDPR and Information Security policies.
Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
Compliance with Disability Laws. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. It is also our policy to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process.
Important Notice to Candidates: There may be LanguageLine imposters on some recruiting platforms, so be aware of the following:
LanguageLine does not use Telegram or any other instant messaging platforms to conduct correspondence or interviews with candidates during our recruitment process.
LanguageLine never requests applicants or new hires to provide any payment to establish an applicant portal or for any other purpose as part of our onboarding/hiring process for the purchase of equipment or otherwise.
Online applications posted through our Careers portal at http://www.languageline.com and http://www.languageline.com/uk are the only way for job applicants to apply with us.
#J-18808-Ljbffr