Referral Team Leader

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General information

Job Posting Title Referral Team Leader Date Monday, August 4, 2025 City Remote Country United Kingdom Working time Full-time Closing Date 14-Aug-2025

Description & Requirements

For this vacancy you need to live locally to Oxfordshire or within a commutable distance.

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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.

You will be supporting the management of a team of coordinators that provide triage to people seeking weight management support.

As a team leader, you’ll supervise, motivate, and manage team members daily. Your excellent communication skills will make you the central point of contact for all team members. Proactively ensuring smooth team operations and effective collaboration, you’ll lead by example to achieve contract KPIs and positive outcomes for all our service users.

Salary range:

Non-London £26,500 – £32,000

ResponsibilitiesCoordination of service delivery by: •Manage referral flow and ensure service users pathways are continuous across services • Supporting the production and analysis of Management Information to support internal and external reporting requirements and inform continuous improvement • Ensuring staff are appropriately trained, motivated, and supported to enable them to carry out their duties to the highest possible standard • Ensuring team and individuals have value and performance-based objectives that align to the performance requirements of the service. • Overseeing staff activity, productivity, and utilisation to ensure effective, efficient delivery, making best use of Maximus’ policies and processes to guide and support team and individual performance • Conduct spot checks on calls to assess quality and identify training needs • Set performance goals and targets for the team. • Effectively manage own referral caseload as agreed by line manager and workload to ensure deadlines, KPI’s are met in an effective manner • Contribute to team organisation, planning and continuous improvement • Manage holidays and absences, prioritising resource allocation for Referral Coordinators in line with contract need, staffing and KPI updates. Ensure the service is embedded within and across the local networks and communities by: • Developing positive relationships with internal stakeholders• Establishing simple, clear, and friction-free onward referral and sign-posting pathways that support a positive service user experience • Representing the service as required for and at meetings and training. Responsible for high quality service delivery and achievement of performance through: • Deploying a robust framework to review and assure team competency and skills in the delivery of health triage and referral services, including, but not limited to observations, data audits, SOP compliance.• Act as the point of escalation for complex inquiries or complaints. • Resolve issues promptly to ensure client satisfaction. • Ensure your team deliver against contract performance expectation as agreed with the commissioner, supporting the line manager with performance outcomes in line with performance management requirements• Ensure the qualitative capture of evidence through service user feedback, case studies and effective compliments/complaints monitoring • Proactively identifying any service improvement needs that may affect the day-to-day operational delivery of the service.• Deputising for the Service Manager in the event of sickness or annual leave.• Ensure compliance with national standards, NICE guidance, contract and company quality standards, Service Level Agreements and SOPs• Monitor, implement and embed all policies and systems as they relate to service delivery, including but not limited to localised SOPs, Health and Safety, Safeguarding, and Information Security • Ensure delivery is compliant with government guidance relating to diet, alcohol, physical activity, both adult and child weight management and smoking cessation • Coordinates efforts to ensure compliance with information, advice, and guidance if / when government guidance changesSupport in the effective development of high performing teams:• Adopting a proactive approach to supervision and training with a demonstrated commitment to personal development, achievement of quality standards, delivering high performance in line with agreed objectives and Key Performance Indicators• Plan and execute engaging team-building activities to maintain motivation. • Be proactive, present, and vocal in driving and supporting the Referral Hub team in a highly reactive environment. • Support all to access supervision and ensure all engage in the development of annual Personal Development Plans (PDPs) • Support the Service Manager in the recruitment, onboarding and induction of team members as required • Create a culture of further development and constructive feedback with individuals and teams, embedding and ensure behaviours demonstrate the company values• Foster a positive and collaborative team environment, emphasizing a client-centric mindset and continuous improvement. Note: This is not an exhaustive list. The Team Leader is expected to carry out all other duties as may be reasonably required.
Qualifications & ExperienceEssential:• Experience of a supervisory role with experience of managing a diverse team• Experience of caseload management demonstrated via the use of a Case Management System• Experience of supporting vulnerable individuals through a change process• Operational Experience of managing a remote teamDesirable:• Experience in delivering behaviour change interventions for specific lifestyle related issues (smoking cessation, physical activity, NHS Health Checks, weight management, alcohol reduction)• Membership of professional body (ICF, EMCC, AoC, UKHCA)• Educated to degree level in a relevant subject e.g., Psychology, Behavioural Science etc• Experience of supporting people remotely / telephonically / digitally• Experience in community development in areas of deprivation, Project Management and Developing new services.Individual CompetenciesEssential:• Ability to motivate, manage and lead a diverse team.• Ability to forge good working relationships with external organisations.• Ability to react quickly to unforeseen circumstances.• A strong understanding of the social / wider determinants of health• A strong understanding of population-based approaches including segmentation and risk stratification.• A strong understanding of behaviour change principles and methodology.• Demonstrable core skills and competencies as set out in best practice standards including:- Select and apply a range of health coaching models, conversation frames and techniques.- Detailed knowledge of the core concepts and principles of personalisation, patient activation, health behaviour change, self-efficacy, intrinsic motivation, and assets based approaches- Detailed understanding of self-management support and associated techniques- Advanced skills development incorporating practice, reflection and planning for the application of learning to practice.• Excellent internal and external stakeholder engagement and management• Strong written and verbal communication skills with the ability capture essential information that supports effective case management• A strong track record of interpersonal relationships including the ability to build, develop and maintain relationships.• Expertise in communicating effectively with excellent oral and written communication skills• Effective caseload management inclusive of accurate data collection, data entry, timely recording and delivery against agreed Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).• Confident in the use of evolving digital technologies to support people through behaviour change processes.• The ability to manage time independently and effectively and work to deadlines• Ability to effective work safely and manage sensitive data in line with information security standards• Excellent Microsoft Office skills and ability to learn quickly when using news systems and processes.• Commitment to personal development and training• Commitment to flexible working (including evenings and weekends), ensuring the service is available to all residents including, those who work during the day, shift workers and those with children of school age• Commitment to supporting overall team/contract performance to the highest standards, undertaking a range of duties in line with business requirementsDesirable:• Experience of delivery health screening services (e.g., NHS Health Check)• Effective delivery of programmes in line with contractual requirements and service level agreements

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