Position: British Sign Language Support Specialist  

Department: OPI/VRI Over-the-Phone Interpreting and Video Remote Interpreting 

Reports to: OPI/VRI Real Time Analyst Lead 

Location: Hybrid: Work from Home and / or LanguageLine Head Office, London 

LanguageLine’s UK operation is part of the worldwide LanguageLine Solutions group with global headquarters in California and European headquarters in London.  Over its 40-year history, LanguageLine Solutions ensures the best interpreting and translation services available in the industry. 

Main Job Purpose 

Responsible for handling video calls and render the meaning of conversations between British Sign Language and English speakers. Break the communication barrier in a wide range of industries that LanguageLine Solutions serves, during simple or complex, technical or non-technical video interpreting sessions. Providing support with the management of BSL interpreters with the potential to develop to Senior Language Specialist responsible for BSL interpreter training and performance monitoring. 

Specific Tasks  

• Respond to video interpreting sessions promptly and conduct interpretation in a professional manner 

• Exhibit excellent interpreting skills and professional attitude whilst interpreting 

• Provide accurate and complete interpretation of verbal and non-verbal messages as uttered by LanguageLine Solutions' clients and their customers of limited English proficiency 

• Ensure the highest level of quality by following all interpreting guidelines and procedures as set forth by LanguageLine Solutions and professional bodies such as NRCPD and RBSLI 

• Remain impartial and unbiased while using correct protocol 

• Manage the flow of the video-call and avoid taking over and interaction with the service user w/o client's permission 

• Exhibit knowledge of industry-specific terminology and protocol i.e. medical/court/insurance/government agencies 

• Provide excellent customer service to client and service user i.e. use of appropriate tone, patience and courtesy 

• Maintain a positive working relationship with Contractor Liaison, the Interpreter Resource Centre and other departments as needed 

• Demonstrate dependability  

• Demonstrate commitment to cultural sensitivity and working in a diverse environment 

• General admin tasks, such as producing reports 

• Assisting with any other ad-hoc duties which may be required by the department 

• Wear LLS branded uniform during video calls 

• Take personal responsibility for ensuring personal information is used fairly and lawfully within GDPR guidelines, report any personal data security incidents immediately and abide by the Information Security Policy detailed in the Staff Handbook 

• Any other duties appropriate to the position 

Person Specification 

The following range of experience, knowledge and skills are required:  

Essential: 

• Be a brand ambassador for the Company 

• Registered with the National Register for Communications Professionals working with Deaf and Deaf blind people (NRCPD) or the Regulatory Body for Sign Language Interpreters and Translators (RBSLI) and able to provide evidence of re-registration on a yearly basis. Verified by the NRCPD or RBSLI to meet all of the registration criteria required by them to be accepted onto their register. On successful registration, interpreters are issued with a yellow identity badge that they will have at all assignments (official NRCPD badges feature a silver 'Sign Safe' logo) 

• Must hold an MA, Post Graduate Diploma or NVQ Level 6 or equivalent in BSL/English Interpreting and Translating. In addition to this, they should hold a Level 6 or honours degree level or equivalent in their second language (typically BSL) 

• Sufficient appropriate experience of public sector BSL interpreting and evidence must be available on request 

• Independent worker, willing to take responsibility with proactive approach 

• Works to understand business, as well as customer needs and strives to exceed expectations 

• Ability to work in a fast paced, high-pressure role and to multitask 

• Ability to set, communicate and track clear & measurable goals through KPI’s 

• Competency in Microsoft Office 

• Administration experience 

• Any other duties appropriate to the position 

Technical Requirements: 

• High speed Home Broadband. This internet connection should provide download speeds of no less than 5 Mbps and upload speeds of 3 Mbps 

• Home office should provide space for a backdrop of 5 ft by 7 ft and a desk and chair 

• A direct connection from the modem to the desktop or laptop must be used. Cable or fiber optic services are preferred. For optimal connectivity: Satellite service is not permissible 

• Must have access to a quiet space free from background noise or distraction 

Desirable 

• Competency in Microsoft Office 

• Administration experience 

• Experience in delivering training  

• Experience in quality control / performance review of others