Knowledge, Training and Expertise: Managing Interpreter & translation requests and queries for UHN. Using judgement skills when dealing with complex situations, e.g. assessing queries and escalating where appropriate, making appropriate judgements to facilitate a smooth-running process. Managing and responding to the Interpretation & Translation Services email inbox in a timely manner and within the agreed service level agreement. General clerical duties e.g. filing, scanning, and photocopying. Checking invoices for overpayment and incorrect charges, escalating discrepancies to management team. Maintaining effective office systems, making maximum use of technology working towards the aim of achieving a paperless office. Taking every reasonable opportunity to maintain and improve professional knowledge. Participating in personal objective setting and review, including creation of a personal development plan. Undertaking all mandatory training and taking responsibility that this is kept up to date. Taking personal responsibility for making things happen and pride in delivering high quality work. Ensuring that good customer service is used to improve service delivery and works to build, develop, and maintain excellent and effective relationships. Communication Liaising with patients, friends and families with compassion and sensitivity. Acting as the first point of contact for all queries relating to Interpreter & Translation requests. Liaising with the providers to address any issues in a timely manner and to escalate where required. Responding to incoming queries into the department and escalating as required. To be an active member of the wider Patient Experience team, attending weekly huddles and team meetings, taking the lead where required. Maintaining clear communication with multiple parties about complex and sensitive information. Promote inclusion across the UHN catchment area, advocating for equality across all culture, ethnic and diverse backgrounds. Compose routine correspondence and initiate responses to general enquiries. Planning & Organisational Skills Allocating all interpreter requests to the relevant providers ensuring that the right interpreter language is booked and confirmed by the provider, responding to email or telephone requests. Database, booking system and spreadsheet management. Ensuring emails are filed in an organised manner. Ability to balance different requests at the same time. To undertake any other duties which is deemed appropriate to the band when requested by management. This job description indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post-holder.