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We are seeking a Screening Manager to support the continued success of Reed Screening. This role involves managing inbound telephony teams to ensure all calls are handled professionally and comply with legislative, regulatory, and contractual requirements. The Screening Manager will also focus on developing the revenue potential of Reed Screening.
Day-to-day of the role:
Leadership:
- 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.
Process Management:
- 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.
Communication:
- 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.
Required Skills & Qualifications:
- 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.
To apply for the Screening Manager position, please submit your CV detailing your relevant experience and why you are interested in this role.
Proud winners of:
- #1 Recruitment Agency - Glassdoor Best Places To Work 2020
- The JobCrowd Top Companies for Graduates to Work For 2021
- The JobCrowd Top Companies for Apprentices to Work For 2021
Our values, your values; our future, your future
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 and reservists.
