- Professional
- Oficina en Manchester
Reed is the most recognised recruitment brand in the UK, with a rich history and reputation for improving lives through work, for over 60 years. Delivering recruitment solutions with many household brands throughout the UK and globally, we find new jobs and careers for people from many different backgrounds across multiple business sectors.
We look for people who enjoy an inclusive and collaborative environment, who strive for performance and celebrate team success, in a rewarding career.
Pay Range
£30,000 per annum + £8,000 bonus potential
Job Description
- Lead, develop, and manage dedicated telephony teams to support Screening Operations effectively.
- Develop and maintain key performance indicators to monitor team performance.
- Collaborate with Operations & Risk Managers to ensure compliance and drive excellent customer service.
- Regularly liaise with internal and external stakeholders to discuss the effectiveness of the function and any required procedural changes.
- Stay updated on compliance requirements and external issues impacting compliance standards.
- Monitor all systems and review working methods to enhance efficiency.
- Ensure the team meets contractual obligations while driving excellent customer service.
- Attend internal/external audits and act swiftly on feedback to maintain high standards.
- Communicate feedback and remedial actions clearly and ensure all internal and external processes are consistently followed.
- Maintain strong relationships with internal and external stakeholders, clients, and senior management.
- Effective communicator and negotiator, able to collaborate with colleagues at all levels.
- Use sound judgement for issue escalation when necessary.
- Experience in call centre management preferred but not essential.
- Proven experience in team performance management including coaching, development plans, and setting KPI metrics.
- Strong customer service background.
- Knowledge of relevant regulators and the recruitment industry’s regulatory environment.
- For internal candidates: Involvement in Advance Level 2, Buddy Scheme, Working Group, or as a Screening & Compliance Champion is advantageous.
Feel what it’s like to truly belong…
All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer. We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity. We are a Mindful Employer and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria. As a proud signatory of the Armed Forces Covenant, we welcome applications from ex-services personnel, reservists and cadets and offer a guaranteed interview for applicants who meet the minimum criteria.
