Screening Executive (Telephony)

JOB TITLE: SCREENING EXECUTIVE (TELEPHONY)
SALARY: £14,250 + PERFORMANCE BASED BONUS (INCREASES TO £15,250 AFTER PROBATIONARY PERIOD HAS BEEN PASSED)
LOCATION: MANCHESTER
REPORTING TO: SCREENING TEAM LEADER

JOB PURPOSE

The purpose of this role is to deliver an exceptionally high level of customer service via verbal and written communication to Hiring Managers and Candidates on the overall Screening process completed by Reed Specialist Recruitment.

Reed Screening are responsible for building successful relationships with internal and external stakeholders, understand their screening requirements and then, following strict processes, ensure that pre screening is completed to the required standard within service level agreements.

Working in accordance with processes and procedures established by the Reed Specialist Recruitment, Reed Screening ensure that all of the administration and data management tasks associated with the effective management of candidate pre screening are completed to the established standard, including:

UK law
RSR requirements
Compliance levels as dictated by the client

The Screening Executive will therefore be required to work closely with the Screening Team Leader's, the RSR network, compliance department and various related teams within Reed Specialist Recruitment.

PRINCIPLE ACCOUNTABILITIES

Answering inbound calls/responding to email queries/completing administrative duties:

Answering inbound phone calls and responding to emails from Candidates and Hiring Managers in regards to the start to end Screening process - where necessary, following interactions up with an outbound call
Demonstrating an overall knowledge of all Screening processes and procedures
Ensuring all phone calls and emails are responded to within the agreed SLAs
Ensuring an accurate audit trail is left detailing every interaction that takes place
Taking ownership of queries and using an array of different resources and systems to find solutions
Effectively dealing with complaints and finding customer focused resolutions whilst abiding by business protocol
Delivering an exceptionally high level of customer service on every call and email
Completing administrative duties in between calls
Assisting other teams with parts of the Screening process where necessary

Process management:

Ensure all company processes, protocols and procedures are adhered to.

Continual Improvement and Development:

Provide front line assistance in all administrative tasks to ensure the smooth progression of candidate pack through Reed Screening
Support the Senior Screening Executive in implementing any changes or updates to compliance or process requirements
Liaise with IT Support teams to resolve systems issues.

KEY PERFORMANCE INDICATORS

Delivering a high level of customer service and accurate information on every interaction
Abiding by agreed SLAs
Answering a set percentage of calls
Completing a set number of administrative tasks in between calls
Relationship with key stakeholders

PERSON SPECIFICATION

Experience of working in a customer or client facing role, or administration in a process driven environment.
Proficient in the use of a range of computer packages such as MS Excel, MS Word and databases
Effective verbal and written communication skills
Strong interpersonal skills with the proven ability to develop effective working relationships across all levels of an organisation
Numerate and detail conscious
Proactive with demonstrable ability to prioritise and manage workloads
Demonstrable team working skills

Reed Specialist Recruitment Limited is an employment agency and employment business.