Hybrid Team Lead, CX Success Centre — Birmingham

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

Job summary

Maximus in Birmingham is seeking a Team Lead to oversee the CX Success Centre, ensuring targets and service standards are met. You will lead, coach and develop Administrators, maintaining compliant processes and driving continuous improvement across referrals, appointments and enquiries.

The role operates hybrid from Birmingham with a requirement to be on site at least two days per week, 9:00am–5:00pm, and potential travel to office as needed.

Qualifications

• Experience supervising teams in a busy environment with targets.
• Experience with performance management and reporting against targets.
• Commitment to customer service and continuous improvement.

Responsibilities

• Oversee day-to-day CX Success Centre operations and team activities.
• Coach Administrators and provide development feedback and performance reviews.
• Ensure compliance with policies, quality requirements and contractual targets.
• Manage referrals, appointment management and enquiries; escalate issues as needed.

Skills

Team leadership

Performance management

Customer service

Coaching

MS Office

Education

Team Leader diploma

Tools

MS Office

Job description

Maximus in Birmingham is seeking a Team Lead to oversee the CX Success Centre, ensuring targets and service standards are met. You will lead, coach and develop Administrators, maintaining compliant processes and driving continuous improvement across referrals, appointments and enquiries.

The role operates hybrid from Birmingham with a requirement to be on site at least two days per week, 9:00am–5:00pm, and potential travel to office as needed.