Job Title: Junior Interpreting Project Manager

Reporting to: Head of Production

Salary: €12,000 to €15,000 Per Year

Location: Ukraine, Greece, Spain preferred

Translate.One offers language solutions to the corporate and legal markets. We help businesses communicate with their global workforce and customers and assist law firms with cross border legal matters by providing document translations.

Overview

The Interpreting Project Manager is responsible for managing the end-to-end coordination of interpreting assignments, ensuring that bookings are fulfilled accurately, efficiently, and in line with customer requirements. This role involves working closely with customers, interpreters, suppliers, and internal teams to process requests, confirm interpreter availability, resolve queries, and monitor each assignment through to completion. The Interpreting Project Manager plays a crucial role in maintaining service quality, supporting compliance requirements, addressing operational issues, and ensuring that interpreting services are delivered on time and in accordance with client expectations.

Key Responsibilities:

Booking and Project Management

• Receive and process interpreting booking requests by telephone, email, live chat, and the company’s booking platform.
• Manage customer bookings from the initial request through to successful completion.
• Review booking information to ensure all required details have been provided and verified.
• Monitor pending bookings and follow up on outstanding information or interpreter availability.
• Coordinate telephone and video interpreting calls, including connecting participants and reconnecting calls when required.
• Provide cover for customer accounts and bookings during team absences.
• Create and maintain accurate customer, requester, booking, and interpreter records within internal systems.

• Organise daily task sheets and support the team in prioritising urgent or outstanding work.

Customer and Interpreter Support

• Respond professionally and promptly to customer and interpreter questions received by telephone, email, and live chat.
• Support customers with new requester registrations and provide guidance on how to use interpreting services.
• Investigate interpreter queries relating to telephone bookings, connection issues, booking discrepancies, and payment information.
• Support team members with operational questions, booking charges, missing customer teams, and system-related queries.
• Maintain positive relationships with customers, interpreters, and internal stakeholders.
• Escalate urgent, sensitive, or complex issues to the appropriate manager when necessary.

Interpreter Resourcing and Administration

• Contact interpreters to secure coverage for pending or urgent interpreting assignments.
• Create new interpreter profiles and ensure records are accurate and complete.
• Carry out vendor compliance checks when interpreter documentation has expired or requires renewal.
• Send referrals for new Disclosure and Barring Service applications and countersign DBS documentation where required.
• Create and audit British Sign Language bookings supplied by external resourcing partners.
• Ensure interpreter qualifications, compliance documents, availability, and contact information are recorded correctly.

Quality and Complaint Management

• Receive, document, and investigate customer and interpreter complaints.
• Support the completion of Corrective and Preventive Action reports and communicate relevant feedback to the appropriate parties.
• Identify recurring booking, interpreter, or process issues and recommend improvements.
• Maintain accurate records of complaints, investigations, outcomes, and follow-up actions.
• Ensure all services are managed in accordance with company processes, confidentiality requirements, and quality standards.

Training and Team Support

• Support the onboarding and training of new team members.
• Provide system and service training to new customers and requesters.
• Assist colleagues with booking queries, customer issues, interpreter matters, and internal processes.
• Share knowledge and contribute to a collaborative and supportive team environment.
• Participate in team meetings, training sessions, and continuous improvement initiatives.

Qualifications:

• A recent university degree or equivalent qualification in languages, translation, interpreting, business, project management, communications, customer service, or another relevant subject.
• Graduates from all academic disciplines will be considered where they can demonstrate strong communication, organisation, and problem-solving skills.
• Previous experience in customer service, administration, hospitality, call handling, project coordination, or a university society is desirable but not essential.
• Previous experience within the language services or interpreting industry is advantageous but not required.
• Full training will be provided.

Key Competencies:

• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong organisation and time-management abilities.
• Ability to manage multiple bookings, deadlines, and priorities simultaneously.
• Confidence communicating with customers and suppliers by telephone and email.
• Strong attention to detail and commitment to maintaining accurate records.
• Ability to remain calm and professional when handling urgent requests or complaints.
• Good problem-solving skills and willingness to take ownership of issues.
• Ability to work independently while contributing positively to a team.
• Comfortable learning new software, booking systems, and internal processes.
• A professional and confidential approach when handling sensitive information.

What we offer:

• Challenging, varied projects

• Supportive work environment

• Great opportunities for growth and career development • A flexible, highly autonomous and collaborative environment

• Competitive salary

This is an independent contractor position.

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