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Job Description:

Job Summary

The purpose of this role is to provide high quality service to clients and ensure that all transcript requests are managed to a high standard in accordance with client requirements, supporting service delivery excellence and customer satisfaction within Court Reporting.

You will act as one of the main points of contact for all internal and external queries within the team and be responsible for the administration functions required.  

This role is a part-time role of 3 days per week. Monday-Wednesday.

Essential Job Responsibilities

• Act as the point of contact for internal and external queries via phone and email
• Ensure all queries are assigned maintaining a record of outcomes
• Update and maintain database records with details of quotes, confirmed orders, payments , deliveries & queries
•  Be able to troubleshoot and deal with client/transcriber queries and/or complaints
• Regularly review departmental mailboxes to ensure response to transcription request enquiries within 48 hours
• Ensure an effective file and retrieval system for  quotations and confirmed orders
• Ensure that best practise protocols are followed and work completed in accordance with security and contractual requirements.
• Ensure that transcribers are able to complete the work according to the deadline and follow up on assignments where deliveries are at risk.  Complete daily chase lists
• Maintain Quality Control records and pass feedback to transcribers and/or Quality & Training Manager as required
• Maintain an accurate record of key performance indicators; in particular late deliveries
• Work collaboratively and support other team members as and when required.
• Build and maintain strong client and interdepartmental relationships

Business Development

• Develop and maintain excellent client relations, ensuring repeat business
• Develop and maintain excellent relations with Independent Contractors, ensuring loyalty to Epiq

Personal Skills

• Take an active role in personal development and frequently review individual objectives and attend training sessions as required
• Communicate positively at all levels both internally and externally
• Able to professionally manage workload and conflicting priorities
• Ability to effectively problem solve
• Works effectively as part of a team, recognises areas where support is required and offers assistance
• Has positive ‘can do’ attitude
• Flexible and adaptable in approach
• Professionally manages telephone enquiries
• Efficient coordination skills

Outputs

• Part of a team that is working to best practise guidelines and offering high levels of service to all users
• Maximise on revenue opportunities
• Build and manage client relationships
• Satisfied clients
• Accurate records in the internal management database
• Meeting on time delivery SLAs (internal and external)
• Excellent Independent Contractor relations

Background and Profile

• Good Educational Background
• Demonstrated commitment to providing excellent customer service
• Computer literate & good all round tecjnical knowledge
• Accuracy and attention to detail
• Proven written and spoken communication skills
• Effective interpersonal skills – diplomacy, assertiveness, sensitivity
• Knowledge of UK Court Reporting

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.