Service Delivery Coordinator

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions. As a Service Delivery Coordinator, you’re integral in ensuring an outstanding service delivery for our Clients. Working closely with operational teams you apply your Client and screening knowledge to resolve challenges and ensure successful and effective screening outcomes. Keeping our Clients notified of their screenings and required actions is essential in delivering a transparent service. You achieve this by being the communication link between your operational team and the Client. You work with urgency and clarity, using your customer service expertise to support moving the screening forward and encourage efficient workflow.

Accountabilities

• Always deliver outstanding customer service to Clients.
• Working collaboratively and communicating effectively with Operational teams and Clients to ensure service delivery expectations are met.
• Processing all tickets/queries in line with agreed Service Level Agreements.
• Ensuring compliance with the company’s Data Protection, Information Security, Health & Safety, Dignity at Work and IT Acceptable Use policies and associated procedures at all times.

Responsibilities

• Manage ticketing by raising/chasing tickets within required TAT to resolve screening queries.
• Applying pre-approvals and obtaining authorisation for any additional costs (as applicable).
• Raise discrepancy notifications to clients where appropriate.
• Provide frontline administrative support to Clients including timely response to queries via phone/email, provision of screening updates and re-opening screenings.
• Resolve minor Client complaints and escalating serious/complex complaints and general feedback to Operational Team Leader and/or CRM as appropriate.
• Document and escalate recurring/avoidable issues to Operational Team Leader and/or CRM for resolution.
• Working with Clients to educate and encourage the use of self-service through the VeroLive platform.

Key skills, qualifications, and experience

• 1+ Years’ experience in a customer or client facing role.
• IT literate with capacity to learn and work with new systems.
• Acceptable levels of performance, conduct and attendance in current role.
• Demonstrates company values and behaviours.

The annual base salary for this position ranges from £24,000 - £25,000. Pay will vary depending on job-related knowledge, skills, experience, and relevant education and training. This position may also be eligible for an annual performance-based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical and dental.

Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.

A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.

The Accurate Way:

We offer a fun, fast-paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.

• Take ownership. Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.
• Be open. Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.
• Stay curious. Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.
• Work as one. Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

About Accurate Background:

Accurate Background’s vision is to make every hire the start of a success story. As a trusted provider of employment background screening and workforce monitoring services, Accurate Background gives companies of all sizes the confidence to make smarter, unbiased hiring decisions at the speed of demand. Experience a new standard of support with a dedicated team, comprehensive technology and insight, and the most extensive coverage and search options to advance your business while keeping your brand and people safe.