Team Leader - Cardiff, United Kingdom - MAXIMUS

MAXIMUS

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Introduction:

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.

Job Summary:

Operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the countries well know charities as well as smaller key charity, government and 3rd sector organisations.

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.

Shifts are 5 x 8 hours (8-4,9-5,10-6,11-7 or 12-8) between the hours 8am - 8pm Monday-Sunday. You will also 1 in 3 weekends.

Essential Job Duties:

Setting and meeting performance targets for speed, efficiency, sales 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, other Team Leaders, team members, Contract 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
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
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

Education and Experience Requirements:

Good standard of education
At least 2 years of 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 coordinating
Coaching & developing staff
Delivering customer focused services
Excellent communication and interpersonal skills
Reflection and analytical skills
Sound decision making