Account Care Coordinator - UK Day Shift

Accurate Background; Brighton; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading background screening company is seeking an Account Care Coordinator. In this role, you'll manage client relationships, ensuring a high level of satisfaction by providing tailored solutions and strategic insights. Candidates should possess at least 2 years of customer service experience, with strong analytical and communication skills. The position offers a salary ranging from £24,000 to £28,000 annually, along with opportunities for advancement and a comprehensive benefits package.

Benefits

Comprehensive benefits package

Performance-based bonuses

Culture of diversity and growth

Qualifications

• 2+ years of customer service experience with upsell focus.
• Experience in background screening preferred.
• Ability to work independently and as part of a team.

Responsibilities

• Ensure client satisfaction by collaborating with internal teams.
• Educate clients on best practices for their screening program.
• Act as a trusted advisor to clients regarding screening solutions.

Skills

Customer service skills

Analytical skills

Communication skills

Organizational skills

Problem-solving skills

Interpersonal skills

Tools

Salesforce

Microsoft Office (Word, Excel, PowerPoint, Outlook)

Job description

When you join Accurate Background, you’re an integral part of making every hire the start of a success story. Your contributions will help us fulfill our mission of advancing the background screening experience through visibility and insights, empowering our clients to make smarter, unbiased decisions.

The Account Care Coordinator is an experienced individual who partners with clients to manage and optimize their screening programs, offering strategic recommendations and tailored solutions to enhance overall effectiveness.

Responsibilities

• Ensure high client satisfaction by working with internal teams to provide seamless customer experience
• Educate on best practices and recommendations for their screening program, business needs and to be trusted client advisor
• Maintain a consistent level of technical readiness and industry expertise
• Probes to understand and deliver accurate information via phone and email about client portals, products, services, and account information
• Conduct initial investigation and handle escalations of client concerns; manage the escalation through to completion
• Identify root causes of turnaround time concerns and provide relevant resolution
• Review account setups and implement process improvements
• Work on submitting implementation tasks to execute relevant changes
• Train and onboard new client users as needed
• Assist clients with pricing related information, proactively recommend relevant services to drive growth and upsell to win additional business from existing clients
• Assist clients with billing related questions
• Understand and provide guidance for ATS integrations
• Identify roadblocks, make decisions, and effectively communicate solutions

Qualifications

• Previous experience working on time‑sensitive issues in a fast‑paced environment
• 2+ years of customer service experience along with upsell experience
• Experience in background screening industry preferred
• Strong interpersonal and collaborative skills
• Excellent communication skills, written and verbal, focusing on issue identification, troubleshooting, and conflict resolution
• Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations
• Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience
• Ability to convey compliance and technical solutions in clear language that clients understand
• Good organization and time‑management skills with the ability to prioritize and manage multiple tasks and deadlines
• Analytical and problem‑solving skills to identify roadblocks, make decisions, and communicate solutions effectively
• Ability to work independently and as part of a team
• Ability to learn quickly and retain knowledge
• Strong Microsoft Office knowledge (Word, Excel, PowerPoint, Outlook)
• Knowledge of Salesforce preferred

Important Details

• This is a standard Monday through Friday UK day shift role.
• Successful candidates will be required to attend the office during training.
• Requests for hybrid/remote working may be considered after successful completion of training.

£24,000 - £28,000 a year

The annual base salary for this position ranges from £24,000 - £28,000. Pay will vary depending on job‑related knowledge, skills and experience. This position may also be eligible for an annual performance‑based bonus, commission, or other variable pay plan. The Company also offers a full range of benefits, including medical and dental. Your recruiter can share more details about the specific compensation package during the hiring process.

Accurate recognises the positive value of diversity, promotes equality and challenges discrimination. We welcome and encourage job applications from people of all backgrounds. We have made a positive commitment to employing disabled people and guarantee to interview all disabled candidates who meet the minimum essential criteria for the role.

A basic criminal record check with DBS will be required for all successful applicants, having a criminal record will not necessarily bar you from working with us. This will depend on the nature of the position and the circumstances of your offences.

The Accurate Way:

We offer a fun, fast‑paced environment, with lots of room for growth. We have an unwavering commitment to diversity, ensuring everyone has a complete sense of belonging here. To do this, we follow four guiding principles – Take Ownership, Be Open, Stay Curious, Work as One – core values that dictate what we stand for, and how we behave.

Take ownership.

Be accountable for your actions, your team, and the company. Accept responsibility willingly, especially when it’s what’s best for our customers. Give others every reason to trust you, believe in you, and count on you. Rise to every occasion with your personal best.

Be open.

Be open to new ideas. Be inclusive of people and ways of doing things. Make yourself accessible and approachable, and communicate with genuineness, transparency, honesty, and respect. Embrace differences.

Stay curious.

Stay curious even as you move forward. Tirelessly ask questions and challenge the status quo in your pursuit of new ideas, ways to solve problems, and to continually grow and improve.

Work as one.

Work together to create the best customer and workplace experience. Put our customers and employees first—before individual or departmental agendas. Make sure they get the help they need to succeed.

Special Notice: Accurate is aware of schemes involving fraudulent job postings/offers and/or individuals or entities claiming to be employees of Accurate. Those involved are offering fabricated employment opportunities to applicants, often asking for sensitive personal and financial information. If you believe you have been contacted by anyone misrepresenting themselves as an employee of Accurate, please contact [e-mail].

- Please be advised that all legitimate correspondence from an Accurate employee will come from "@accurate.com" email accounts.

- Accurate will not interview candidates via text or email. Our interviews are conducted by recruiters and leaders via the phone, Zoom/Teams or in an in‑person format.

- Accurate will never ask candidates to make any type of personal financial investment related to gaining employment with the Company.