Location: Dover (hybrid) Contract: Maternity cover until 8 February 2027 Salary: £33,590 Closing Date: 3 November 2025 The role Part of the Operations team, the Operations Coordinator is a dedicated and fulfilling role at Clear Voice. You will provide an overall professional support service to Clear Voice. You will be required to demonstrate a proactive approach towards implementing and maintaining internal Clear Voice processes in line with any updated requirements. The main areas of this role will deliver the income-generating operational service in all its activities under the direction of the Clear Voice Operations Services Manager on a day-to-day basis and the Clear Voice Director overall. If you are proactive and possess a clear understanding of a call handling or language services environment, and are looking for an exciting role that makes a difference, we’d love to hear from you! Role responsibilities Through the consistent and high-quality delivery of service, maintain and develop the service's values and reputation in the marketplace. Respond to all on-demand requests routed from the interpreting platform ensuring that clients are connected to appropriate linguists promptly meeting set KPIs. Process face-to-face, video, and telephone appointment requests in a timely manner, ensuring targets and KPIs are met. Ensure confirmation processes and associated paperwork is completed accurately. Liaise with internal and external stakeholders over appointment changes or cancellations. Form and maintain positive working relationships with internal and external stakeholders; ensure to deal with enquiries in a timely manner and use appropriate communication channels; demonstrate a good knowledge of other departments to forward enquiries where required. Efficient use of CRM system and databases to access information relevant to booking tasks. Assist with maintaining client records on systems where appropriate. Process timesheets and monitor completion to a high standard in a timely manner to ensure accurate records are submitted to Operations Services Manager(s) for end of month billing. Assist with payment and invoice queries promptly while demonstrating high attention to detail. Provide support with invoice verification process for outsourced appointments to ensure invoiced amount match quoted pricing Act as a first point of contact for feedback provided by clients and linguists; demonstrate the ability to deal with minor issues, being able to follow established procedures through to satisfactory resolutions for all parties involved and liaise with relevant departments where appropriate; record and monitor data entry completion relevant to linguist reliability. Maintain and oversee databases kept to monitor service delivery; compile reports and statistical information as required. Ability to negotiate fees and rates for individual bookings to ensure value for money. Support training of staff members with tasks relevant to role. Act as a first point of contact to Booking Administrator(s) and assist with minor enquires and complex appointment requests. Responsible for day-to-day tasks related to project delivery; participate in internal project working groups. Support and always demonstrate the vision and values of our organisation. Follow all policies of Migrant Help, as the parent organisation to Clear Voice The experience and skills you need Understanding of either a call handling environment or a language services vendor management function Ability to work quickly and effectively within a pressurised environment, successfully managing competing priorities and meeting tight deadlines Demonstrable planning and organisational skills, and the ability to use initiative and work with minimal instruction Excellent ability to communicate at all levels, verbally and in writing, with diverse groups or individuals For full person specification please see the job description Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore: This post is subject to a Disclosure and Barring Service (DBS) check therefore applicants must: Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit etc.) Provide full employment history for the previous 3 years and/or suitable documentation to cover any gaps in employment About Clear Voice Clear Voice Interpreting Services is a language services provider and award-winning social enterprise that delivers instant telephone interpreting, face to face appointments and written translations to businesses and charities across the UK. We have a wide range of clients and a strong reputation in the asylum and refugee support sector. All of our profits go back to our parent charity Migrant Help to support asylum seekers and victims of trafficking. About Migrant Help Migrant Help is a leading charity that was established in 1963 and delivers a range of support and advice services to people affected by displacement and exploitation across the UK. Our vision is for a global society that protects vulnerable people, treats them with respect and enables them to reach their full potential. We foster a culture in which equality, diversity and inclusion are recognised, valued and encouraged. It doesn’t matter who you are or where you come from, we match your skills with the needs of our organisation, as long as you share our values, vision and goals. We welcome applications from candidates regardless of their age, religion or belief, race, gender reassignment, disability, sexual orientation, sex, marriage or civil partnership, pregnancy and maternity. These are some of the benefits we offer Our working week is 35 hours per week offering flexibility and work life balance Enhanced family friendly provisions E mployees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata). Option to buy or sell up to 5 days of annual leave Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions. Wellbeing support. Migrant Help offers employees a non-contributory pension scheme Migrant Help pays 8% worth of employee salary into the pension scheme. How to apply To apply for this role, please click on the 'use this link to apply' button and complete the online application form attaching a copy of your CV and cover letter. Selection Criteria Y our application will be assessed against the job description and person specification, which can be found via the above link, we therefore recommend you review both before you apply. We encourage applications from disabled people by offering them an interview if they meet the minimum criteria for the job Please note this vacancy may close early depending on applications received As part of your role, it is important you operate within Migrant Help’s values: Protection, Diversity, Equality, Partnership, Innovation and Excellence. Migrant Help is proud to be an equal opportunities employer.