Screening Manager in Manchester

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.

Hours: 37.5 per week, Monday – Friday + 2 times per month to work an out of hours shift

Hybrid working: 1 week working in the office, 1 week working from home on a rotational basis

Salary: £30,000 per annum + £8,000 bonus

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.