Quality and Training Supervisor - Leeds, United Kingdom - Centre for Health and Disability Assessments

Centre for Health and Disability Assessments

Verified Company

Leeds, United Kingdom

1 week 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

This role will require you to work closely with the team leaders to ensure effective management of workflow and staff deployment within the contact centre, ensuring that an effective and efficient service is delivered.

You will be a point of contact withinthe team to supervise and support contact centre staff and deputise as required.

You will be required to:

Support team leaders in service delivery and compliance with contracted SLA's
Provide ongoing learning materials and opportunities for the contact centre team
Promote effective communication across all channels for and about individuals
Contribute to the development of organisational policy and practice

Essential Job Duties

This is a varied role that will require an individual who is confident in their ability to establish relationships to explain and promote the organisation and its work.

You will support the development and direction of service delivery through completinga weekly report to be shared with the team leader detailing an overview of the findings from the week's quality checks including any areas for concern.

Other core responsibilities:

Daily ticket checks to be shared with the customer for the previous working day (excluding weekends this should be caught up and shared on the Monday of each week)
All red risks should be fed back to the adviser for immediate attention at the earliest opportunity
All amber / green feedbacks should be collated over the course of each week and fed back to the adviser on a weekly basis as a minimum
All feedback should be smart, with agreed actions on how to improve from current feedback level
All feedback should be stored on the People HR system, a copy provided to them and a further paperbased copy retained for our records
All work may be required to be managed in line with a performance improvement plan
In negotiation with the team leaders, manage time effectively to enable additional tasks to be completed without it impacting on service level
Support all team members to take responsibility and achieve a high quality of work.
Ensure continuous service improvement, initiating, facilitating and responding to change in a proactive and positive manner
Establish and monitor standards, processes, communications, training and systems to ensure all health and safety requirements within the contact centre are met

Education and Experience Requirements

Good standard of education
At least 2 years contact centre experience delivering a telephone and/ or online based service
Demonstratable experience at a supervisor level
IT literate with full working knowledge of MS Office Suite
Ability to coach and develop staff
Excellent communication and interpersonal skills
Sound decision making

CHDA Statement

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.