CX Success Centre Team Lead — Hybrid Role

Maximus; England; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

9% combined pension (5% employee and 4

employer)

Holiday trade scheme

Flexible benefits package

Job summary

Maximus, a global organisation delivering health and employment services in the UK, is seeking a CX Success Centre Team Leader in a hybrid role (home and Bootle). You will oversee day-to-day operations, coach and develop Administrators, and ensure performance targets and service standards are met while maintaining compliance.

You will deputise for the Operations Manager, manage referrals, appointment and enquiry workflows, and drive continuous improvement across support functions to deliver

Qualifications

• Previous experience in supervisory role, leading and motivating teams in a busy environment, delivering to often challenging targets.
• Experience of performance management; familiarity with contractual targets, performance monitoring and reporting.
• Demonstrable commitment to delivering customer service and continuous improvement.
• A commitment to the principles and practices of diversity, equity, and inclusion
• Able to communicate across a broad range of audiences
• Able to assess and solve problems confidently whilst working to tight deadlines
• Able to plan and prioritise workload
• Strong coaching and performance management skills
• Strong organisation, problem-solving and decision-making skills.
• Experience in delivery of WCA, PIP or Specialist Benefits plus other Government contractors / commissioners
• Demonstratable knowledge of back-office support processes and standard operating systems.
• Team Leader diploma or certification.
• Good IT and analytical skills with the ability to read reports and identify actions to improve performance.
• Confident in the use of MS Office packages and relevant operational systems
• Must be able to travel as required to cover the area to cover our other sites when needed and required by the business.

Responsibilities

• Oversee line management and professional development of Administrators, following the company performance framework and values.
• Ensure efficient administration of customer referrals, including queues, aged case management and appointment management to meet contractual requirements.
• Approve and manage Customer Expenses, Audit and Reasonable adjustments with the Administrators.
• Report on activities and performance, ensuring IT and Health & Safety systems and risk mitigation processes are in place.
• Lead continuous improvement across support functions and identify areas for efficiency.
• Perform duties as required by the Operations Manager, including deputising in their absence.

Skills

Supervisory experience

Performance management

Coaching

Planning & prioritising

Communication across audiences

Problem solving

MS Office

Travel to sites

Education

Team Leader diploma or certification

Job description

Maximus, a global organisation delivering health and employment services in the UK, is seeking a CX Success Centre Team Leader in a hybrid role (home and Bootle). You will oversee day-to-day operations, coach and develop Administrators, and ensure performance targets and service standards are met while maintaining compliance.

You will deputise for the Operations Manager, manage referrals, appointment and enquiry workflows, and drive continuous improvement across support functions to deliver