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- Tasks: Lead a team to deliver exceptional customer service and support vulnerable migrants.
- Company: Maximus UK provides vital health and employment services, impacting millions annually.
- Benefits: Enjoy 25 days holiday, a generous pension scheme, and opportunities for personal growth.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Experience in team management and excellent communication skills are essential.
- Other info: Join a diverse team committed to equality and inclusivity.
The predicted salary is between 30000 - 42000 £ per year.
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This range is provided by Maximus UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Maximus UK
Shifts are 5 x 8 hours between the hours 8am – 10pm Monday-Sunday. You will also weekend on a rota basis.
The role is based Ground Floor West Gate, 6 Westgate, Grace St, Leeds LS1 2RP
Be part of something great
Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.
About the Role
As a Team Leader you will ensure quality and performance levels meet and exceed expectations on challenging service lines. You will be working on a contract for national charity Migrant Help to support vulnerable migrants. As part o the role you will be responsible for the effective daily operations of the team including recruitment, onboarding, training and development activities.
Key Duties
- To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
- To coach, develop and motivate the team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS
- To ensure departmental KPI\’s are being achieved whilst adhering to SLAs
- To undertake 121\’s, meetings, appraisals and to comply with HR procedures in accordance with company policy
- To ensure adequate resources are available to meet customer and contract needs
- Provide support to members of the team where needed
- Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information
- Setting and meeting performance targets for speed, efficiency, and quality
- Managing the daily running of your team within a busy contact centre environment
- The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
- Liaising with Supervisors, other Team Leaders, team members, Team Managers, external customers and other colleagues to gather information and resolve issues
- Following the Quality Management System, to improve quality and minimise errors
- Handling complex customer complaints or enquiries
- Overcoming the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU’s
- Act as a point of escalation for complaint handling complex service user calls
- Act as a point of escalation for at risk or serious safeguarding call taking into account the challenges faces with language barriers
- Organising staffing, including shift patterns and the planning the number of employees required to meet demand
- Improving performance by raising efficiency
- Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
- Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
- Reporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of employees and the improvement of procedures and policies currently in place
- Lead by example with regards to behaviours acting professionally at all times
- Operate within and as a driver of a diverse, inclusive and supportive working environment
- Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
- Developing constructive and cooperative working relationships with colleagues
Who we are looking for
- Experience of Managing a team
- Experience of coaching and developing people
- Experience of working as part of a team
- IT literate with full working knowledge of MS Office Suite and use of windows-based databases
- An ability to plan, prioritise and co-ordinate your workload
- Excellent communication and interpersonal skills
- An ability to empathise with people at all levels
- An ability to manage and resolve complaints
- Emotional resilience
- Experience of working in a contact centre environment is desirable
- Previous experience of delivering a telephone and / or online based service is desirable
What we offer
- 25 days holidays + bank holidays
- Holiday Trade
- 9% combined pension contribution
EEO Statement
MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitive advantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
Seniority level
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Seniority level
Associate
Employment type
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Employment type
Full-time
Job function
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Job function
Science, Health Care Provider, and Other
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Industries
Outsourcing and Offshoring Consulting
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Customer Service Team Leader employer: Maximus UK
Contact Detail:
Maximus UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable migrants, as this role involves supporting them. Understanding their needs and potential barriers will help you demonstrate empathy and insight during your interactions.
✨Tip Number 2
Highlight your experience in managing teams effectively. Be prepared to discuss specific examples of how you've coached and developed team members, as this is a key responsibility of the Team Leader role.
✨Tip Number 3
Showcase your ability to handle complex customer complaints. Prepare to share instances where you've successfully resolved difficult situations, as this will demonstrate your problem-solving skills and emotional resilience.
✨Tip Number 4
Research Maximus UK and their commitment to equality and diversity. Being knowledgeable about the company's values will allow you to align your responses with their mission during interviews, making you a more appealing candidate.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a team, handle complaints, and improve performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your commitment to supporting vulnerable groups. Mention how your skills align with the responsibilities outlined in the job description.
Highlight Relevant Experience: When detailing your work history, focus on roles where you managed teams or provided exceptional customer service. Include metrics or achievements that showcase your success in these areas.
Showcase Soft Skills: Emphasise your communication, empathy, and problem-solving skills in your application. These are crucial for a Customer Service Team Leader role, especially when dealing with complex customer interactions.
How to prepare for a job interview at Maximus UK
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed a team in the past, focusing on coaching, development, and performance monitoring.
✨Understand the Company’s Mission
Maximus UK is dedicated to providing impactful services to vulnerable populations. Familiarise yourself with their mission and values, and be ready to discuss how your personal values align with theirs during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding handling complex customer complaints or managing team dynamics. Think of specific scenarios from your past experience where you successfully navigated challenges.
✨Emphasise Communication Skills
Effective communication is key in this role, especially when dealing with diverse teams and customers. Be prepared to discuss how you’ve effectively communicated in previous roles, particularly in high-pressure situations.
