Team Leader - Manchester, UK

Be part of something great. Maximus is a global organisation that specialises in providing health and employment services to millions of people each year. 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.

The CX Success Centre Team Leader is responsible for overseeing day‑to‑day operations, ensuring performance targets and service standards are met. They lead and support their team through coaching, feedback, and development while maintaining compliance with policies and quality requirements. Acting as the first point of escalation, they communicate priorities, resolve issues, and foster a positive, engaged team environment. They also drive continuous improvement by identifying opportunities to enhance processes and efficiency.

Job Purpose

The Team Leader provides oversight of CX Success Centre support functions including referral management, appointment management, enquiry management, case management and other administration duties such as on‑site administration. They facilitate the smooth running of operations and act as the first point of escalation for Administrators, deputising for the Operations Manager as required. The role is hybrid, with a 50/50 split between office and remote work.

Accountabilities

• Line manage and develop a team of Administrators, following Maximus’s performance management framework, engaging activities, completing performance appraisals, managing absence, performance and disciplinary/grievance procedures.
• Ensure efficient administration of customer referrals—manual and on‑hold queues, aged case management, and appointment management—so that slots are filled and cancellations and send‑homes meet contractual requirements.
• Manage enquiry and case management, informing the Operations Manager of progress and identified risks.
• Process Customer Expenses, Audit and Reasonable Adjustments accurately and timely, assuring Administrators meet contractual targets; act as point of escalation and authorisation for out‑of‑process claims.
• Report on activities and performance, ensuring IT and Health & Safety systems and risk mitigation processes are operating, and monitoring incidents.
• Lead and support continuous improvement initiatives within each support function.
• Perform other duties as required by the Operations Manager, commensurate with the job’s nature and scope, including deputising when necessary.

Key Contacts & Relationships

Internal

• Operations Manager
• Administrators
• Virtual Assessment Planners
• Service Delivery Managers
• Workforce Planning Teams
• Clinical Leads
• WCA / PIP / SB

External

• Authority
• IT Service Provider
• Customers

Qualifications & Experience

• Previous supervisory experience leading and motivating teams in a busy environment, consistently meeting challenging targets.
• Experience in performance management with familiarity of contractual targets, monitoring and reporting.
• Commitment to delivering customer service and continuous improvement.
• Experience in delivering WCA, PIP or specialist benefits or other government contractor/commissioner projects.
• Knowledge of back‑office support processes and standard operating systems.
• Team Leader diploma or equivalent certification.
• Commitment to diversity, equity and inclusion.
• Strong communication skills across a broad range of audiences.
• Problem‑solving skills with the ability to work to tight deadlines.
• Planning and prioritisation of workload.
• Coaching, performance management, organisational and decision‑making competencies.
• Proficiency in MS Office and operational systems, with analytical skills to read reports and identify actions.

Travel Requirements

Must be able to travel as required to cover the Manchester area and other sites when needed.

EEO Statement

MAXIMUS is committed to developing and maintaining a culture of diversity, equity and inclusion throughout the recruitment process. Our approach ensures that no job applicant receives less favourable treatment due to any personal characteristic. We are a Disability Confident Leader and provide a guaranteed interview for qualified applicants with disabilities. Adjustments will be considered for those applicants who request them. The information disclosed during the application process is shared only with the hiring manager and the local resourcing team.