Sr Consultant Intercultural Language Destination

**Overview**:
The Senior Language Consultant will have responsibility in assisting the Global Manager of Language Operations to oversee the delivery of language programmes (primarily in APAC, but also other regions as required). The role will support the team of Language Consultants in answering queries and supporting in training, caseload allocation and adherence to process. The Senior Language Consultant will support with reporting needs, including assisting in completing monthly global forecasts and other _ad hoc _reporting requests as needed. The Senior Language Consultant will work with peers in other teams to support and champion a smooth and effective working relationship between ILS and other groups within Cartus.

The Senior Language Consultant will carry a reduced caseload (30% - 50%) which will comprise high visibility customers and more complex cases. The Senior Language Consultant will be expected to provide an exceptional service to these customers (see the Language Consultant job spec for additional details).

**Primary Duties**:

- Supporting the Global Manager of Language Operations with task including (but not limited to):

- Coaching and supporting Language Consultants.
- Providing coverage when the Global Manager of Language Operations is unavailable.
- Giving input on the hiring of new Language Consultants and taking part in interviews.
- Compiling and executing on training plans for new hires.
- Reporting requirements.
- Supporting GTM with queries, particularly in the APAC timezones.
- Coordinating and managing special Language Department projects, including coordinating team members and delegating responsibilities.
- Give feedback on systems and processes, and suggest changes where appropriate.
- Support in implementation of new products/services and/or processes.
- Maintain communications with peers in key client services teams, and leverage to support ILS delivery.
- Work closely with the Senior Language Network Specialists to ensure that communication between both teams remains fluid and visibility to supplier feedback is maintained.Maintaining a reduced caseload of high-visibility customers and providing an excellent service to all.

**Internal/External Customer Service and Other Duties**:

- Supporting the wider Cartus team with knowledge and understanding of language services.
- Identify and suggest areas for improvement, streamlining, efficiency, both internally and for customers.
- As part of a larger team, maintaining and updating the Digital Learning System.
- Training new team members on process and procedures.Providing coverage for colleagues as required.

**Education/Experience Preferred**:

- Bachelor’s degree or equivalent.
- At least 1 - 3 years of customer service and/or sales experience.
- At least 1 - 3 years of language teaching and/or training experience.
- At least 1 - 3 years’ experience working as a Language Programme Consultant (or equivalent).
- At least 6 months international living experience.
- Knowledge of at least one second language.

**Key Qualities**:

- Excellent time management and organisational skills.
- Ability to multi-task and prioritise.
- Excellent written and verbal communication skills, including ability to summarise and explain concepts or ideas quickly and simply.
- Ability to coordinate individuals and delegate tasks as required.
- Initiative, critical thinking skills, strong problem solving/analytical ability.
- Interpersonal/Influencing skills.
- Ability to deliver constructive feedback in an effective and non-judgemental manner.
- Enjoy communicating with individuals from around the world and the ability to adapt communication style to fit various cultural norms of customers and trainers.
- Ability to work quickly and accurately, independently or as part of a team as required.
- Strong technical skills/computer literacy and ability to work on multiple systems at one time.