Candidate Services Team Leader

26 Feb 2019
27 Mar 2019
Contract Type
Full Time

Pontoon drives the acquisition of permanent talent and manages contingent and project workforce on behalf of an organization. We ensure a superior candidate experience and maximize employer brand. We provide efficiency, flexibility and scalability. We manage and optimize supplier partnerships and leverage the best workforce technologies. We manage risk and give full visibility of an organization's talent.

Proudly part of The Adecco Group - the world's leading provider of workforce solutions and a Fortune Global 500 company - the Pontoon team supports clients across the globe in over 100 countries


To manage and oversee the Candidate Services Team in order to deliver service excellence throughout the lifecycle of the Candidate and ensure agreed business processes are maintained and promoted.

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

  • Co-ordinate and effectively utilize all available resources to deliver a high quality service to candidates, by ensuring that all associated tasks are completed to the agreed client requirements and in line with agreed Service Level Agreement (SLA) targets.
  • Provide new and existing team members with training, support, guidance, coaching and development to be able to perform their roles successfully and ensure staff retention and eventual promotion.
  • Track performance against SLAs, and ensure the Candidate Services team operates within those SLAs.
  • Act as escalation point of contact for any Candidate and Client queries
  • Provide monthly performance figures and generate reports when required to the business.
  • Resolve or escalate queries on a timely basis.
  • Proactively review and monitor processes/procedures from time to time, and with management approval, suggest and implement improvements were possible.
  • Ensure all Assignments/Contracts are raised and revisions completed in accordance to current Client Menus.
  • Approve on-line and/or sign contracts on behalf of the company.
  • Provide first-level advice and support regarding IR35, contract clause amendments, any other compliancy related questions.
  • Monitor and support the team's activities, and take responsibility for conducting regular team meetings, 1-2-1's and performance appraisals where required.
  • Ensure team members understand and apply company and statutory operating procedures.
  • Act as an ambassador for LPMS and actively support and promote Lean methodology including participation in the daily team and Manager huddles
  • Ensure all relevant updates are delivered by the team on time and in accordance to agreed standards.
  • Create and develop effective working relationships with key internal and external customers including the facilitation of monthly review meetings with the On-site Teams
  • Adopt & demonstrate the company's core values in the delivery of a customer-centric service.
  • Ensure delivery of service to agreed SLAs
  • Maintain accuracy of contract delivery - demonstrate that the team has an error percentage of 5% or less.
  • Maintain high levels of Customer Satisfaction.
  • Provide accurate monthly performance reports.
  • Provide Team Management and Staff Development
  • Ensure Timely resolution of queries/escalations

      Education to GCSE standard preferred

    You will need to display the following personal attributes to succeed in the role:

  • Effective communications skills
  • Methodical, meticulous, and able to pay attention to fine detail
  • Customer service orientation
  • Effective and sympathetic query resolution
  • Assertive telephone manner
  • People management skills
  • Time management with the ability to work to deadlines and under pressure
  • Ability to influence events rather than passively accept them
  • Ability to identify necessary change and improvement
  • We will require you to have experience of:

  • Management experience of small teams in an office environment required
  • Complete knowledge of all aspects of the service including but not limited to processes, policies, SLA, business/client requirements
  • Client requirements and process.
  • Company structure and authorization levels
  • Company systems and applications including but not limited to Bond Adapt, PeopleFluent, FieldGlass and AS400

  • This job was originally posted as

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