Job Description - Agency Manager v0.1 200921

JOB Management JOB Agency Manager JOB Sign Solutions Job Description – Agency Manager FAMILY TITLE PURPOSE 1. Report to Company Manager 2. Line Manager to Agency Project Managers 3. Oversee all aspects of Agency Department activities including all resources (both personnel and equipment) 4. Sourcing, Allocation & Booking of staff and freelance LSPs as per clients’ request 5. Control & implement effective Diary management to ensure full utilisation of LSPs and thereby maximisation of sales 6. Increase profitability KEY RESULT AREAS SKILL SETS TARGETS and MEASURES • Measured by Company manager feedback 1. Generic – applying to all Sign Solutions roles • Measured by Company manager feedback 1.1 Contribute to a positive • Motivation • Measured by Company manager feedback working environment • Communication Awareness • Provide a role model example of how a professional Sign Solutions employee should 1.2 Work alone, heading-up or • represent themselves and the company within a project team (as • Team Leading business dictates) • Team Working • Have confidence to work at all levels of hierarchy with professional competence both within • Exercising Initiative Sign Solutions and within client organisations Taking appropriate • responsibility • Attend training and develop relevant knowledge, techniques and skills 1.3 Identify solutions to • Problem Resolution organisational issues • Displaying a professional and 1.4 Personal/Professional • positive attitude development Adopting a continual • improvement approach in all areas of personal/professional development Taking appropriate responsibility for your own development Page 1 of 3 V0.1 20/09/21

2. Role Specific • Team working Sign Solutions Job Description – Agency Manager 2.1 Diary Management & • Ability to work alone • Initiative • Ensure the accurate recording – by yourself and your reports - of LSP requests, including Assignment Bookings • Responsibility the extraction of required information in a professional manner 2.2 Line Management • Organisational skills • Respond to and follow up sales enquiries using appropriate methods 2.3 General and Office • Team Leading • Efficient and effective diary management to ensure full utilisation of LSPs including co- Management • Team working • Professionalism ordination, allocation & re-allocation of staff and freelance LSPs in order to increase V0.1 20/09/21 • Communication profitability • Motivation • Diary Management including co-ordination, allocation & re-allocation of staff and freelance LSPs • Team working • Authorise/decline annual leave & routine appointment requests taking into account diary • Organisational skills demands • Initiative • Manage all reports so as to effectively recruit, train, evaluate, motivate, develop, delegate and monitor their activities • Setting individual daily booking targets for self and Agency Project Managers in line with the monthly/annual forecasts and by use of standard template and standard individual percentage calculations • Monitoring daily targets and feeding back to Agency Project Managers each day • Regularly monitor booking numbers for current and future months • Updating forecast spreadsheet at month end with actuals • Provide booking & sales states to SMT • Updating Bonus sheet at month end with Agency Project Managers targets –v- achievements • Act as a role model and offer leadership and direction to all reports • Conduct appraisals whenever necessary and report on any issues in relation to standards of work, training needs, employment issues, etc. • Nominated CRB representative to check and countersign ID for CRB applications • Contribute to, maintain and ensure a professional, positive working environment • Undertake administration tasks in relation to 2.1 and in accordance with ISO processes • Adhere to and actively contribute to the drafting and implementing of current and new ISO processes and assist in maintenance of accreditation • Chair and contribute to office meetings • Monitor and report on business activities and provide relevant management information as required • Ensuring receipt of freelance suppliers of invoices • Communicate and provide information by relevant methods internally and externally to assist and enable organisational operations and effective service to connecting groups (i.e. interpreters and clients) • Establish and maintain effective working relationships with reports, co-workers and managers • Attend training and to develop relevant knowledge and skills where required Page 2 of 3

2.4 Customer Service and • Professionalism Sign Solutions Job Description – Agency Manager Business Focus • Flexibility • Proactiveness • Recognise that our clients are both users (Deaf & hearing), customers and freelance • Responsibility interpreters and should be treated with professionalism at all levels 2.5 Report to Company Manager • Team working • Establish and maintain effective working relationships with clients and represent the company in a professional manner when liaising with such clients • Proactively undertake sales activities to maximise all opportunities to bring further business to Sign Solutions • Deal with customer queries and complaints • Providing ad-hoc quotes to clients and follow up accordingly • Proactively network within clients to raise the profile of Sign Solutions • Maintain and develop existing and new customers through planned individual account support • Engage in consultation processes with the management team and the Sign Solutions Senior Management • Contribute to and engage with in developing processes that impact the provision of interpreting services within Sign Solutions • To engender and contribute effectively to a positive team spirit with all other members of staff • Liaise with Company Manager in relation to any issues that may affect yours, or others, work • Liaise with other functional/departmental managers so as to understand all necessary aspects of organisational development, and to ensure they are fully informed of agency activities Page 3 of 3 V0.1 20/09/21