Team Manager - Leeds, United Kingdom - Health Management

Health Management

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 position involves responsibility for a Migrant Help, a Home Office contract at Connect Assist.

This role will involve responsibility for the daily operations as well as managing a team of Team Leaders and a small team of advisers.

This is a busy roleon a contract which operates on a 24/7 basis, which requires a professional approach from individuals who will lead by example and share best practice.

The individual will ensure that quality and performance meet and exceed expectations on a challenging butrewarding service.

This role will involve working closely with the Contact Centre Manager to deliver effective daily operations of the Migrant Help team including recruitment, onboarding, training and development activities.

You will be required to:

Obtain CTC security clearance as this is mandatory for this role
To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders and the wider operational team;
To coach, develop and motivate the Team Leaders/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 Home Office 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 that Team Leaders are delivering effective management of 121's, meetings,

appraisals and disciplinary process and recording in accordance with company policy;

To ensure adequate resources are available to meet customer and contract needs which will include managing the CTC process for new starters.

Essential Job Duties

Managing the daily running of the contract to the quality standard that is required, ensuring that service delivery remains compliant.
Liaising with Supervisors, Team Leaders, Contact Centre Manager and the customer to gather information and resolve issues.
Deputise in Contact Centre Managers absence and take responsibility for reporting and customer meetings where appropriate
Following the QMS to improve quality and minimise errors
Reviewing the performance of staff, identifying training needs and planning training sessions.
Managing compliance to HR policies for contact centre staff
Contribute to customer visits
Work with Contact Centre Manager to report findings/results to management on a regular basis; This will include putting forward ideas to CCM and making recommendations concerning the development of staff and improving efficiency.
Developing constructive and cooperative relationships with Team Leaders and team members
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 Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
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
Experience in a similar role which has involved managing Team Leaders and a contact centre team
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

EEO Statement

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