Looking for a change? This is opportunity knocking.
Remote. Online Position. Good remuneration with an established and trusted Transcription Company that has been in the business for over 10 years.

Immediate Start: ASAP/ 06 March 2023

Hours: Vary depending on the number of enquiries/projects being managed. Based on the previous 12 months – between 2 and 6 hours per day, Monday-Friday. Largely flexible – obviously the Manager will need to be available to connect with clients during business hours (e.g. return client calls and emails promptly).
Remuneration: Based on per minute of recording managed. Independent Contractor Agreement. Based on the previous 12 months. Jan 22 - Jan 23: £1,760.00 – £3,193.0 per month. Again,this is dependent on monthly demand for services. The more demand the more hours. All in all, the final pay rate is designed to be very good for the amount of work performed.
Ideal Candidate: Proven experience with building client relationships and either looking to return to the workforce or take a step up. Must be available to match the peaks and troughs of demand, and be proficient (or willing to build proficiency quickly) in the use of spreadsheets, CRM and invoicing software. Looking for a change? This is opportunity knocking.

Position Overview

The manager serves as the point of contact for the business: the critical link between our clients ordering transcription, captioning or translation projects and our contractors. As can be expected, relationships are our top priority.

We are looking for an experienced, skilled and personable manager who can not only maintain and develop long-lasting relationships with our current clients but also recognise opportunities to generate new relationships with prospective clients, while also maintaining good working relationships with our contractor team.

Company Overview

The Transcript Divas team turns audio and video recordings into typed transcripts. We also provide video captioning and translations. With over 10 years in the industry and a long list of established business, government and academic clients, we take pride in providing a market-leading, world-class service.

Responsibilities

Build Relationships With Clients:

• Promptly answer/return calls, emails etc., about services, rates, processes.
• Gather information on a client’s organisation, their role and projects. Identify needs, expectations and risks, then develop service packages that match.
• Follow up and ‘keep in touch’ with past and current clients. Keep clients updated on project changes or issues, new services or opportunities for them and their network.
• Identify opportunities for up/cross-selling or business expansion into existing client networks and organisations.
• Identify and keep an accurate record of client needs, expectations, projects, interactions etc., in the CRM database.

Gather and Act on Client Feedback

• Develop Diva's reputation as the goto ‘trusted advisor’ for the services we offer.
• Avoid complaints by ensuring satisfaction with services throughout the process. Keep clients involved and engaged in developments and changes.
• Resolve negative feedback/complaints quickly by listening to clients' issues, correcting or discounting services when appropriate. Mitigate future issues by improving processes.

Manage the Production Process

• Ensure clients receive services that meet expectations and specifications.
• Manage contractor teams to deliver projects on time and on quality.
• Invoice and gather feedback from clients.

Collaborate On Business Innovations & Improvements

• The manager reports directly to the business owner and works in conjunction with the accounts and bookkeeping teams, HR, typists and quality control to deliver on the business goals.
• The manager meets regularly with these other team members to track progress and develop new ways to improve the business.

Position Goals

Client Retention: Maintain and deepen relationships with current clients, increasing our involvement by tweaking/cross or upselling services to them, their organisations and their wider networks.

Client Acquisition: Convert incoming enquiries (emails, calls etc.) into quotes and service packages, and then orders.

Client Satisfaction: Design service packages that exceed client expectations and needs, gathering and recording feedback from clients.

Client Project Management: Review client orders and assign them to the contracting team. Manage the return of finished projects to clients, on time, on quality and to expectation (along with an invoice).

Skills & Ability

Availability / Work Hours:

• Availability to answer client communications and manage projects during business hours, 9 am – 5.30 pm. Monday to Friday.
• Availability to work with the peaks and troughs of service demand, with some days being busy (4-6 hours of input needed) and others being on the lighter side (2-4 hours of input needed).
• Some flexibility to work outside normal business hours as needed by the client and/or business owner (e.g. online team meetings etc.).

Problem Solver:

• ‘Can Do’ attitude, creative and analytical thinker. Identifies problems, researches and executes solutions that leverage Transcript Diva services.
• Knows when to request assistance when out of depth or when something needs an ‘extra set of eyes’ before being actioned.

Communication Expert:

• Strong verbal and written communication skills
• Demonstrable ability to communicate, present and influence.
• Strong office acumen – writing, phone and presentation skills.

Relationship Builder:

• Proven track record of both maintaining and creating client relationships and positive client feedback.

Business Acumen:

• Diligent and resourceful.
• Can undertake research independently to gain an understanding of a client’s needs and expectations and design personalised packages to fit them.
• Understands general business concepts around being competitive – points of difference and the competitive landscape so what we offer is unique and of value.
• Ability to make decisions and work independently, with deliverables and deadlines top of mind.

Experience
Work Experience:
Experience developing and maintaining client relationships e.g, Account Manager,
Sales or Marketing Manager, Project Manager or another relevant role.

Software Experience:
Applicants should be proficient, or willing to build their proficiency quickly, in:
- CRM Software (Salesforce etc.) Can create and update client information.
- Invoice Software (Xero, Quickbooks etc.) Can create and send invoices.
- Spreadsheet Software Google sheets, Excel etc.). Can understand and manipulate basic spreadsheet formulas.

Job Type: Freelance

Salary: £1,760.00-£3,193.00 per month

Benefits:

• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Commission pay
• Performance bonus

Application question(s):

• Do you have good experience in developing relationships with clients in a B2B environment? If no, then please do not apply - this criteria is critical
• Please detail how you would develop relationships (and increase sals) with our current B2B clients?
• Please detail how you would find more B2B leads for our business?

Work Location: Remote

Application deadline: 04/03/2023
Expected start date: 06/03/2023

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