Booking Coordinator - THG Fluently

ABOUT THG FLUENTLY

For over 20 years, THG Fluently has delivered trusted language services to organisations worldwide. Since 2018, Fluently has been part of THG Ingenuity, a global technology group providing brands with end‑to‑end commerce, technology, creative and fulfilment solutions. Within this ecosystem, Fluently plays a pivotal role in helping organisations communicate clearly, compliantly, and inclusively across languages and cultures.

A major part of our work supports the UK Public Sector, where clear and accessible communication is essential. We help public sector organisations turn language access into a driver of equity, trust, and impact, so that everyone can access the services they depend on.

At THG Fluently, we provide a comprehensive suite of language and accessibility services, tailored to the specific requirements and regulatory frameworks of the public sector. As communities become increasingly diverse, public services face growing demand for fast, reliable and inclusive communication. We support public sector organisations in meeting this challenge by combining operational excellence, secure technology, and human expertise.

JOB SUMMARY 

We are seeking a motivated and highly organised Booking Coordinator to join our dynamic Operations team. The ideal candidate will be responsible for the end-to-end coordination of interpreting services, acting as the central point of contact for both clients and interpreters. This role is focused on delivering exceptional customer service, ensuring efficient booking fulfilment, and performing key administrative tasks to support our quality management system. 

Key Responsibilities: 

• Booking Management: Utilise the company's booking portal to efficiently allocate and manage all interpreting bookings from start to finish. 

• Client & Supplier Relations: Serve as the primary contact for clients and interpreters, providing responsive, professional support. This includes answering queries, discussing specific requirements, and proactively managing relationships and resolving any feedback or complaints in accordance with quality procedures. 

• Resource Allocation: Select and assign appropriate interpreters based on the nature of the work, client preferences, and interpreter availability. 

• System Administration: Complete all necessary administrative tasks and maintain precise updates within company systems to ensure accurate invoicing and support contract performance analysis. 

• Technical Support: Provide guidance and training to both interpreters and clients on how to effectively use the booking portal. 

• Team Collaboration: Actively contribute to a positive team environment by supporting colleagues and assisting with the onboarding of new team members. 

• Performance & Quality: Work towards meeting and exceeding fulfilment KPIs and personal targets, ensuring a high-quality, responsive service is delivered consistently. 

Essential Skills and Qualifications: 

• Experience: Previous experience in an administrative, project support, or coordination role. 

• Communication: Exceptional written and verbal communication skills, with a proven ability to build trust and comfortably manage a high volume of telephone and email correspondence. 

• Customer Focus: A strong customer-centric approach and a commitment to providing excellent service. 

• Organisational Skills: A proven ability to multitask, manage competing priorities, and execute tasks effectively under pressure. 

• Tech Savviness: Competence in using industry-specific software, shared coordination tools (e.g., shared inboxes), and the ability to learn new programs quickly. 

• Personal Attributes: A solution-oriented and flexible ‘can-do’ attitude, a friendly and credible personality, and a commitment to being a positive team player. 

• Industry Knowledge (Preferred): Prior experience in the interpreting or localisation industry is considered a plus.