Team Lead, UK

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

Job summary

Maximus UK is recruiting for a contact centre supervisor based in Leicester, operating in a hybrid pattern with 2–3 days in the office per week and some weekend work. The role focuses on leading a team of customer service advisors in a busy 24/7 environment, delivering high-quality service while managing performance, recruitment, onboarding and training.

You will drive daily operations, ensure KPIs and SLAs are met, and coordinate with supervisors and managers to improve efficiency and customer

Qualifications

• Experience in a similar supervisory role delivering telephone and/or online based service.
• IT literate with MS Office Suite planning and co-ordinating.
• Excellent communication and interpersonal skills.

Responsibilities

• Provide a high level of customer service whilst overseeing a team of customer service advisors.
• Coach, develop and motivate the team and monitor performance against targets to meet KPIs.
• Ensure departmental KPIs and SLAs are met and complied with HR procedures.
• Lead recruitment, onboarding, training and development activities.
• Organise staffing, shift patterns and resources to meet demand.
• Handle complex customer queries and act as escalation point for difficult cases.
• Ensure compliance with data protection and quality standards across the team.

Skills

Communication

Supervisory experience

MS Office

Coaching & development

Customer service

Organisational skills

Time management

Education

Good standard of education

Tools

MS Office Suite

Job description

Description & Requirements

LE1 1QZ.

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.

Requirements

Description & Requirements

This role is hybrid working shifts between the hours 8am - 10pm. You'll be based in the office 2-3 days a week. You will work a minimum of 1 in 4 weekends. The office is based Maximus UK Services Limited, 2nd Floor, St George's House, 6 St George’s Way, Leicester LE1 1QZ.

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.

Operate on the front line of service delivery within a busy 24/7 contact centre environment working with the national charity Migrant Help supporting vulnerable migrants. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.

You will be required to:

• To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
• To 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
• To ensure departmental KPI's are being achieved whilst adhering to SLAs
• To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
• To ensure adequate resources are available to meet customer and contract needs
• Provide support to members of the team where needed
• Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service ensuring the team are aware and have all up to date information
• 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 against customer requirements
• Liaising with Supervisors, other 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
• Handling complex customer complaints or enquiries
• Overcoming the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU’s
• Act as a point of escalation for complaint handling complex service user calls
• Act as a point of escalation for at risk or serious safeguarding call taking into account the challenges faces with language barriers
• Organising staffing, including shift patterns and the planning the number of employees required to meet demand
• Improving performance by raising efficiency
• Where a high number of process changes take place, ensure these are communicated, actioned and support is provided to all Customer Service Advisors where required
• Managing compliance to HR policies for contact centre staff
• Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
• 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
• 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
• 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

Essential

Qualifications

• Good standard of education
• 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 co-ordinating
• Coaching & developing staff
• Delivering customer focused services
• Excellent communication and interpersonal skills
• Reflection and analytical skills
• Sound decision making

Skills and Abilities

• Excellent communication and interpersonal skills.
• Ability to handle sensitive information with discretion and confidentiality.
• Strong organisational and time-management skills.

Personal Attributes

• Empathetic and approachable.
• Committed to promoting clinical safety, mental health, and well-being.
• Proactive and solution oriented.
• Enthusiastic and committed to supporting clients via the telephone and by video conferencing

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.

Minimum Salary £30,000.00

Maximum Salary £30,000.00