Team Leader Background Check Services

29 Jul 2017
31 Aug 2017
Contract Type
Full Time


Key responsibilities of the BCS Team Leader will include, but are not limited to, the following:

  • To co-ordinate and effectively manage all available resources to deliver a high quality BC service, by ensuring that all cases are completed to the agreed client requirements and service levels agreements.
  • Co-ordinate and motivate the team to ensure that work items/cases are being proactively managed.
  • To monitor work items within the technology platform to ensure that the team are performing against the agreed SLA targets.
  • To monitor and support the team's activities, and take responsibility for conducting regular team meetings, 1-2-1's and performance appraisals where required.
  • To act as an ambassador for the Pontoon Lean Pathway and actively support and promote Lean methodology including participation in the daily team and Manager huddles
  • To ensure team members understand and apply company and statutory operating procedures.
  • Be able to cover other Team Leaders within the team, ensuring that SME knowledge is transferred and recorded appropriately.
  • To provide new and existing team members with training, support, guidance, coaching and development to be able to perform their roles successfully.
  • To track performance against SLA's, and highlight any issues if necessary.
  • Become a subject matter expert in Client Requirements and Escalation Matrices.
  • Become a super user within the Technology Platform.
  • To act as escalation point of contact for any queries, if resolution not possible, escalate to Head of BCS in a timely manner
  • To proactively review and monitor BCS processes/procedures from time to time, and with management approval, suggest and implement improvements were possible.
  • To ensure all client/account updates are delivered by the team on time and in accordance to agreed standards.
  • To take ownership of all client audits & policy reviews
  • To develop effective working relationships with key internal and external customers.
  • To adopt & demonstrate the company's core values in the delivery of a customer-focused service, acting upon service feedback.
  • Cultivate a positive team environment at all time
  • Act as a role model for new & existing team members, maintaining professionalism at all times
  • Support Head of Dept with any relevant internal/external projects & initiatives
  • Show an interest in projects outside BAU


  • Education to GCSE standard preferred
  • Pre-employment screening background (preferred)
  • Management experience of small teams in an office environment (preferred)


  • Team delivery of PES service to agreed client SLAs
  • 100% compliance in Client audits
  • Provide accurate weekly performance reports to Head of BCS
  • Team accuracy above 95%
  • Team productivity to be at 100%
  • Successful completion of annual objectives



  • Complete Background Checking knowledge of all aspects including but not limited to (processes, policies, SLA, business/client requirements).
  • Client requirements and process.
  • Experience of leading a team/being a Team Senior
  • Full Systems knowledge, including SME level on technology platform
  • Capacity/Accuracy/Productivity tracking
  • Pontoon Lean Pathway
  • Reliability
  • Leads by example and takes initiative
  • Commercial acumen
  • Solution Minded (brings solutions to problems)
  • Delegates effectively where applicable
  • Effective communications & stakeholder management skills
  • Methodical, meticulous, and able to pay attention to fine detail
  • Customer service orientation
  • Assertive telephone manner
  • Time management with the ability to work to deadlines and under pressure
  • Ability to identify necessary change and improvement
  • Passion and desire to deliver a best in class service 100% of the time
  • Team management

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