Team Manager

Who we are?

Verifile is an award-winning leading provider of CV verification and background screening services using innovative technology and methodology. We carry out background checks on candidates to enable our clients to make informed and long-term rewarding recruitment decisions.

As a Team Manager you will lead and inspire our dedicated Customer Service team who support our candidates through their background screening journey. Your role is pivotal in ensuring exceptional service standards, leveraging technology for a seamless customer experience, and fostering a culture of excellence and collaboration.

About the role:

• Lead a customer-focused team to deliver outstanding service by incorporating feedback to enhance satisfaction and loyalty, leveraging technology to elevate human interactions and ensure a seamless customer experience.
• Coach and develop team members to exceed customer expectations and achieve operational goals.
• Utilise information to look forward, driving a one team approach to improve service and operations for our clients.
• Motivate the team to resolve complex or emotive service challenges with empathy, urgency, and professionalism, always striving for a positive resolution.

The must haves:

• Demonstrated experience of leading a high-performing customer service team, consistently delivering exceptional service across multiple high-volume customer touchpoints (e.g., phone, chat, email), while effectively managing KPIs and SLAs.
• Strong experience in people management and development practices, encompassing coaching, performance reviews focused on growth and development, and fostering team motivation.
• Ability to work on a hybrid basis from our Bedford office, with in-office collaboration required.

The nice to haves:

• Experience working within the Background Screening, HR, HR Tech, or recruitment services sector.
• Familiar with customer service platforms such as Freshdesk, HubSpot, or Zendesk.

We’d also love you to:

Ensure that the company values are reflected in your own work and behaviour:

Put People First, own it, Be Curious, Succeed Together, and Delight your customer

What’s in it for you:

Every member of our team at Verifile is valued, which is why we support their wellbeing fully with a range of benefits to help them thrive both inside and outside of work. Grouped around four priorities – health, time, finances, and community, we don’t have enough space to list them all, but it does include Holiday Trading, retail discounts, Life assurance, medical services, wellness programmes, fitness classes, gym discounts and much more!

Sound Exciting?

Please apply directly through the link attached and our recruitment team will be in touch.

** All our employees will be required to undergo background screening to BS7858 standards. **

Be Yourself: We’re building a place where everyone feels comfortable and is empowered to bring their individuality to work. A place where everyone feels safe to share their experience and know that their individual voice will be heard, valued and respected. We value all cultures, backgrounds and experiences, and we truly believe that diversity drives creativity and innovation. Join our community and help us make the World a more honest and safe place to work.