Business Support Team Manager

Maximus; North East; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading health services provider in the UK is seeking a Business Support Team Manager (PIP) based in Durham. This full-time, hybrid role involves managing a team of Referral Administrators tasked with ensuring timely and accurate processing of PIP referrals. Candidates should have supervisory experience and effective communication skills. The position offers the opportunity to impact the lives of many through quality service delivery, while promoting a culture of accountability and collaboration within the team.

Qualifications

• Experience in a supervisory role, delivering to challenging targets.
• Knowledge of PIP benefit and processes is desirable.

Responsibilities

• Lead a team of Referral Administrators in processing PIP.
• Ensure timely and accurate processing of referrals.
• Monitor work in progress to manage customer referrals.
• Communicate effectively with Authority referral teams.
• Allocate administrative tasks daily.

Skills

Supervisory experience

Effective communication

Planning and organisation

Microsoft Word

Microsoft PowerPoint

Microsoft Excel

Job description

General information

Job Posting Title Business Support Team Manager (PIP) - Lot 1
Date Wednesday, January 14, 2026
City Durham
Country United Kingdom
Working time Full-time
Closing Date 21-Jan-2026

Description & Requirements

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.

Hybrid position: approximately half of your time will be spent in the office and half working from home

The PIP Business Support Team Manager leads a high‑performing team of Referral Administrators tasked with processing PIP, spanning multiple locations in Lot 1. They provide their team with leadership and direction to achieve business objectives.

The PIP Business Support Team Manager is responsible for ensuring that PIP referrals are processed through registration, filework and FME workflow stages in a timely manner and with a high level of accuracy, ensuring a smooth customer referral journey, sufficient volumes to supply assessments, and meeting of end‑to‑end clearance times.

They will effectively allocate administrative resource and administer filework to Health Professionals (HPs), to respond to fluctuating referral volumes across PIP.

• Responsible for line management and professional development of a team that span multiple locations, following Maximus’s performance management framework.
• Monitor work in progress (WIP) and workflow reports in order to manage the lifecycle of customer referrals from registration, through filework and up to the appointment stage. Ensure customer referrals are completed in order of priority and returned to the Authority in a timely manner, achieving contractual end to end clearance times.
• Maintain effective communication with Authority referral teams, responding to questions and providing updates on referral progress.
• Ensure sufficient volumes are progressed through file work, with consideration given to channel mix split, geographical/assessment centre capacity and Supply Chain Partner capacity, to maximise assessment delivery.
• Responsible for allocating file work to Health Professionals daily in line with their expected levels of productivity.
• Provide PIP data to inform Health Professional performance reviews/line‑by‑lines.
• Ensure that all PIP referrals are registered accurately on PIPCS/IT platform daily, through the appropriate allocation of team resource to various tasks to meet the fluctuating volumes of work.
• Identify best practices, ensuring they are shared and applied consistently by all referral administrators and to all PIP referrals.
• Demonstrates behaviour that creates a culture aligning to the Maximus values of Accountability, Compassion, Collaboration, Customer Focus, Innovation and Respect.

Key Relationships

• Internal: Support Services Director, Business Support Manager, Business Support Team Manager, Business/Senior Business Administrators
• External: Customer, appointee, and companions; Authority referral teams

Qualifications & Experience

Essential: Experience in supervisory role, delivering to challenging targets

Desirable: Strong knowledge of PIP benefit and processes

Individual Competencies

A commitment to the principles and practices of diversity, equity, and inclusion
Able to communicate effectively, set direction and motivate team members to work to challenging and tight deadlines
Able to read reports and identify actions to improve performance
Strong planning and organisation skills, able to prioritise when multi‑tasking
Confident in use of Microsoft Packages; Word, PowerPoint and Excel

Travel Requirements

Must be able to travel between Support Centre locations as required.