Team Lead, UK

Maximus; Cardiff; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

MAXIMUS is seeking an experienced contact centre supervisor to lead a busy team in a hybrid Nantgarw office. You will set performance targets and oversee daily operations to ensure fast, efficient service and high quality outcomes.

You will liaise with supervisors, managers and colleagues to resolve issues, coach staff, and develop procedures while maintaining compliance with PCI, GDPR and ISO standards. This role emphasizes safety, inclusivity and data-driven improvements.

Qualifications

• Experience delivering a telephone and/or online based service.
• Experience supervising and leading a team.
• Experience coaching and developing staff.
• Ability to produce detailed reports including statistical analysis.

Responsibilities

• Set and meet performance targets for speed, efficiency and quality.
• Manage daily running of the contact centre team in a busy environment.
• Deliver inbound and outbound service while maintaining compliant delivery.
• Lead, coach and train staff, plan training sessions with the customer.
• Ensure adherence to HR policies and health & safety procedures.
• Report findings and recommendations to management on performance and process improvements.

Skills

Team leadership

Coaching & development

Stakeholder management

Communication skills

Data analysis

Tools

Microsoft Office

Job description

Specific Accountabilities:

• Setting and meeting performance targets for speed, efficiency and quality
• Managing the daily running of your team within a busy contact centre environment -
• The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery
• Liaising with Supervisors, Team Leaders, team members, Operations Managers, external customers and other colleagues to gather information and resolve issues
• Following the Quality Management System, to improve quality and minimise errors
• Reviewing the performance of staff, identifying training needs and planning training sessions in collaboration with the customer.
• Handling complex customer complaints or enquiries
• Organising staffing, including shift patterns and the planning the number of employees required to meet demand
• Improving performance by raising efficiency
• Managing compliance to HR policies for contact centre staff
• Reporting 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
• Maximus UK 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 -
• Developing 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
• Health and safety procedures must always be followed in order to control risks to self and others

Role Requirements:

Qualifications & Experience

• Experience in a similar role delivering a telephone and / or online based service
• Experience of supervising and leading a team
• Experience of coaching & developing staff
• Experience of delivering supervision support and managing high volumes of safeguarding concerns
• Experience of and ability to produce detailed reports including statistical analysis
• Ability to act and plan at an operational and strategic level
• Proficient in the use of Microsoft Office applications
• Experience using data to influence and drive change
• Willingness to work flexibly at short notice

Individual Competencies

• Ability to build strong relationships whilst working remotely, with strong stakeholder relationships.
• Understand and ability to maintain confidentiality.
• Excellent interpersonal skills.
• Good spoken and written communication skills.
• Demonstrates flexibility and adaptability
• Ability to influence and negotiate with managers at all levels.
• Excellent communication and interpersonal skills
• Reflection and analytical skillsSound decision making with an ability to work pro-actively across the service
• Strong multi-tasker, time manager and planner who is able to work well autonomously and as part of a team
• Strong analytical skill - ability to interpret and present data to drive improvements across key metrics and objectives.

Hybrid - Office base as Unit 3, in Nantgarw (2 days per week)

EEO Statement

- MAXIMUS is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. - We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. - Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.