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BCS Administrator – Customer Services

Keele, United Kingdom

Job ID: 7014

Date published: 11-Oct-2018

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 Work within a team environment and be responsible for ensuring that our candidates are compliant to individual client background screening requirements. To carry out specific checks and ensure that screening is complete within strict SLA’s.


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

·         To carry out screening checks that fall in to work allocation pool

·         To provide support to candidates throughout the process and ensure they provide accurate data for checks to be completed within SLA

·         Support the reference  chase cycle by contacting referee by e-mail or phone

·         Allocate candidate documentation to candidate case in a timely manner

·         To provide support & guidance to colleagues and where necessary, clients

·         Alert Account / Operational teams to any adverse findings within candidate cases

·         Interpret check results in line with client risk appetite, decision matrix and/or screening policy

·         Ensure all work is completed within client SLA’s and escalate any areas of non-compliance

·         Become a super user on Technology Platform, ensuring full use of automated functionality

·         Manage and maintain accurate records in accordance to client requirements

·         Assist with Client Audits of candidate files as required;

·         Provide reporting and statistical data as appropriate;

·         Ensure own activity demonstrates company values and complies with ISO9001:2000 /company standards, procedures and systems.

·         Adopt & demonstrate the company’s core values in the delivery of a customer-focused service.


Experience in contractual/administration environment
Experience in client facing/customer service environment

Experience working in a team environment within an office

Experience of confidential data handling would be preferable


·         Customer Service and support to candidates / clients.

·         Performance to client specific SLA timelines

·         Output in line with productivity measures

·         Accuracy of Compliance and Client requirements and current legislation

·         Timely resolution of queries

·         Feedback from internal / external customers



Knowledge of all Client specific requirements

Understanding of Supplier’s systems and outsource partner

Knowledge and understanding of escalation processes and audit requirements

Understanding of Compliance requirements – Visa, current legislation

Knowledge of data protection principles


Computer literate (Intermediate MS-Office skills)

System knowledge


Problem solving

Customer service  skills – query handling; pro-active approach

Ability to work under pressure and unsupervised

Good administrative, verbal and written skills. 

Methodical, meticulous and able to pay attention to fine detail

Time Management with the ability to work to tight deadlines

We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.