At a Glance
- Tasks: Lead a dynamic team in a busy contact centre, supporting vulnerable migrants and ensuring top-notch service delivery.
- Company: Join Maximus, a global leader in health and employment services with a strong impact on lives.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for personal and professional growth.
- Other info: Be part of a diverse and inclusive culture that values every individual.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Experience in a supervisory role and excellent communication skills are essential.
The predicted salary is between 30000 - 30000 £ per year.
Description & Requirements
LE1 1QZ.
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.
Requirements
Description & Requirements
This role is hybrid working shifts between the hours 8am - 10pm.
You'll be based in the office 2-3 days a week.
You will work a minimum of 1 in 4 weekends.
The office is based Maximus UK Services Limited, 2nd Floor, St George's House, 6 St George’s Way, Leicester LE1 1QZ.
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.
Operate on the front line of service delivery within a busy 24/7 contact centre environment working with the national charity Migrant Help supporting vulnerable migrants.
Ensuring quality and performance levels meet and exceed expectations on challenging service lines.
Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.
You will be required to
- 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, operations Managers, external customers and other colleagues to gather information and resolve issues
- Following the Quality Management System, to improve quality and minimise errors
- Reviewing the performance of staff, identifying training needs and planning training sessions
- 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
- Managing compliance to HR policies for contact centre staff
- 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 and driving
- Connect Assist’s culture
- 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
- Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e. g. PCI, GDPR, ISO 27001, 9001 and 14001
Essential
Qualifications
- Good standard of education
- Experience in a similar role
- Delivering a telephone and / or online based service
- Supervisory experience
- IT literate with full working knowledge of MS Office Suite planning and co-ordinating
- Coaching & developing staff
- Delivering customer focused services
- Excellent communication and interpersonal skills
- Reflection and analytical skills
- Sound decision making
Skills and Abilities
- Excellent communication and interpersonal skills.
- Ability to handle sensitive information with discretion and confidentiality.
- Strong organisational and time-management skills.
- Personal Attributes
- Empathetic and approachable.
- Committed to promoting clinical safety, mental health, and well-being.
- Proactive and solution oriented.
- Enthusiastic and committed to supporting clients via the telephone and by video conferencing
EEO Statement
- MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process.
We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.
Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
- We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions.
The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.
When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme.
If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview.
Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team.
- Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
- Minimum Salary £30,000.00
- Maximum Salary £30,000.00
- #J-18808-Ljbffr
Team Lead, UK in Leicester employer: Maximus
Maximus is an exceptional employer that prioritises the professional growth of its employees, offering comprehensive training and development opportunities in a supportive work culture. Located in the UK, our team thrives on collaboration and innovation, ensuring that every member contributes to meaningful improvements in healthcare quality and governance. With competitive salaries and a commitment to continuous improvement, Maximus stands out as a rewarding place to advance your career in clinical quality assurance.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead, UK in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Maximus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Maximus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Lead, UK in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Maximus:Your cover letter is your chance to shine! Tell us why you want to work at Maximus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Maximus!
How to prepare for a job interview at Maximus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
