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Migrant Help have an exciting opportunity to recruit an Operations Coordinator to join our team!

Location: Dover (hybrid)

Contract: Maternity cover until 8 February 2027

?Salary: £33,590

About us: 

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.

The Operations Coordinator 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!

Key responsibilities of our Operations Coordinator:

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 to become our Operations Coordinator:

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

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

Closing Date: 3 November 2025

If you are interested in becoming our new Operations Coordinator, please click 'APPLY' today. We look forward to hearing from you!

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