Team Leader

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.

This is a full-time role, 37.5 hours a week, working shifts between 8am - 10pm across 5 days including some weekends and some bank holidays. Operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the country's well-known charities as well as smaller key charity, government and 3rd sector organisations. Ensuring quality and performance levels meet and exceed expectations on challenging service lines.

You will be required to:

• Provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors.
• 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.
• Ensure departmental KPIs are being achieved whilst adhering to SLAs.
• Undertake 121's, meetings, appraisals and comply with HR procedures in accordance with company policy.
• Ensure adequate resources are available to meet customer and contract needs.
• Set and meet performance targets for speed, efficiency, sales and quality.
• Manage the daily running of your team within a busy contact centre environment.
• Deliver an inbound and outbound service as and when required, with a view to maintaining compliant service delivery.
• Liaise with Supervisors, other Team Leaders, team members, Contract Managers, external customers and other colleagues to gather information and resolve issues.
• Follow the Quality Management System, to improve quality and minimise errors.
• Review the performance of staff, identifying training needs and planning training sessions.
• Handle complex customer complaints or enquiries.
• Organise staffing, including shift patterns and planning the number of employees required to meet demand.
• Improve performance by raising efficiency.
• Manage compliance to HR policies for contact centre staff.
• Ensure the office is adequately prepared and organised for the arrival of employees and any visitors.
• Report 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.
• Develop 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.

Qualifications:

• Good standard of education.
• At least 2 years of 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 coordinating.
• Coaching & developing staff.
• Delivering customer focused services.
• Excellent communication and interpersonal skills.
• Reflection and analytical skills.
• Sound decision making.