We’re seeking a Service Manager to join our growing Technology Team, Tifo, at our Altrincham office.
This is a pivotal role responsible for leading the delivery of our client-facing services, ensuring exceptional customer experiences across onboarding, support, implementations, candidate screening, and disclosure services.
This is an exciting opportunity for someone with a strong background in screening or candidate onboarding who is ready for the next step up and take ownership of a growing function and play a key role in shaping the future of our platform offering. Working closely with our Product and Operations teams, you'll ensure services are delivered efficiently, commercially, and in line with our commitment to service excellence.
This is a hands-on leadership role for someone who thrives on delivering results, driving continuous improvement, and building strong relationships with clients, suppliers, and internal stakeholders.
Hybrid working available subject to training and probation.
The Role
- Lead the delivery of implementations, support services, and professional services, ensuring services are delivered efficiently, on time, and to a high standard.
- Manage customer escalations and ensure timely and effective resolution of service issues.
- Define, monitor, and report on service levels, KPIs, and customer satisfaction metrics.
- Drive continuous improvement across service delivery processes, systems, and tools.
- Work closely with Product, Technology, and Account Management teams to ensure services align with business objectives and customer needs.
- Participate in client reviews, providing insight into service performance and opportunities for improvement.
- Establish and maintain effective incident management processes and communication plans.
- Lead and develop the professional services function, including candidate screening, outsourced processing, and disclosure services.
- Act as the subject matter expert on DBS processes and the DBS Code of Practice.
- Support the growth and development of new verification and screening services.
- Manage supplier relationships, governance reviews, audits, and performance monitoring.
- Coordinate and support client audit requests and compliance activities.
- Implement and manage customer feedback initiatives, including NPS measurement and service benchmarking.
- Foster a culture of ownership, collaboration, continuous improvement, and service excellence across the team.
The Person
- Experience within service delivery, onboarding, compliance, screening, professional services, or operational management.
- Strong understanding of DBS processes, candidate screening, or regulated compliance environments would be highly advantageous.
- Proven ability to manage multiple priorities while maintaining high standards of customer service.
- Excellent stakeholder management and communication skills.
- Strong commercial awareness with the ability to balance service quality and operational efficiency.
- Analytical and process-driven, with a focus on continuous improvement.
- Confident managing escalations and resolving complex service issues.
- Experience working cross-functionally with operational, technical, and commercial teams.
- Self-motivated with a strong sense of ownership and accountability.
- A proactive individual who enjoys solving problems and driving positive change.
- A natural leader who can inspire others and build strong working relationships.
- Someone who thrives in a fast-paced environment and enjoys seeing initiatives through to successful completion.
Requirements:
- Minimum 5 GCSEs including grade C in Math’s and English GCSE (or equivalent)
- Exposure to DBS/criminal checks
- 5+ years working in onboarding/screening across a variety of regulated industries
- Customer service, professional service or operations experience at a senior level
Progression:
- Professional qualification financial support with up to 6 days paid study leave for professional qualifications
- Training and personal development
- Clear objectives and paths for progression
Holidays:
- 24 days plus Bank Holidays which increase with length of service
- Plus your birthday off
Benefits:
- Great Place to Work certified!
- Company social events, treats and rewards
- Casual dress everyday
- Long service awards
- Enhanced maternity/paternity benefits
- Access to mental health first aiders and a support service
- Free fresh fruit delivered twice a week
- Personal accident cover
- Being part of an amazing culture within a company
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PayStream Accounting Services Ltd is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Pay: £50,000.00-£55,000.00 per year
Ability to commute/relocate:
- Altrincham WA14 4RW: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Altrincham WA14 4RW
