Client Programme Manager Legal & Justice

Job Description

The JobAn exciting opportunity has become available for a talented Client Programme Manager to join thebigword family based in Leeds.What we need from youKey Responsibilities of the Client Programme Manager role include:· Leading, developing and coaching a high performing team who are focussed on delivering a first-class service to several high-profile clients.· Responsibility for setting and monitoring team KPIs and individual behavioural objectives. You will conduct regular 121 and team meetings to understand and develop team capacity.· Utilising our standards framework for our clients to drive consistent, high quality delivery, retaining client revenue and delivering continual development and staff retention.· Leading the team to effectively deliver exceptional service; retaining and growing revenue from existing and new clients.· Supporting your team with day-to-day delivery of interpreting bookings in line with customer requirements.· Understanding the operational challenges of a 24/7 team.· Managing and prioritising day to day workloads according to live’ client and business demand.· Providing effective resolution to client feedback and the successful implementation of preventative measures.· Leading client calls, meetings and account reviews face to face at client offices and remotely.· Effectively manage capacity and resources to manage client demand.Key Knowledge skills and experience required:Essential requirements· Experience of working within the police emergency services is essential· Experience of leading and successfully managing a team· Experience of revenue forecasting, managing budgets and delivering into operational costs.Desirable requirementsProject/Account Management background.The CompanyThebigword makes the world a smaller place by breaking down language barriers, supporting global trade and helping people access goods, commerce and services in their own languages.Founded in 1980, we provide the best translation, interpretation, localisation and language technology solutions - handling up to 50,000 worldwide assignments every day. We’re a truly global business.To us, a first class service means meeting every client’s cost, quality and delivery expectations every time. We achieve this through innovative language technology, expert operational teams and a talented team of skilled and professional staff who deliver every single time - and that’s where you come in!Due to the nature of our business, all successful applicants will be required to complete a basic criminal records disclosure.thebigword is committed to encouraging diversity and opposing all forms of discrimination in our working environment. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. As an international company that operates worldwide and due to the nature of our industry we are a multicultural company. We have a large diverse client base which demands diversity amongst our employees to be able to service our clients effectively, thus meaning we employ people from different cultures and we do not discriminate against people on grounds of race, ethnic origin, colour, nationality, national origin, religion/belief, age, gender, gender reassignment, sexual orientation, marriage, civil partnerships, pregnancy, maternity or disability.