Team Leader - CALM - United Kingdom of Great Britain and Northern Ireland - 26358 - Maximus

General information

Job Posting Title

Team Leader - CALM

Date

Thursday, November 14, 2024

City

Remote

Country

United Kingdom

Working time

Part-time

Closing Date

21-Nov-2024

Description & Requirements

This role is Part Time working 17.5 hours per week. You will work Saturday and Sunday 16:30 - 00:30, doing 8 hour shifts, (30 minute unpaid break) and then 2.5 hours on a Monday afternoon.

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 Purpose:

Operate on the front line of service delivery within a busy contact centre environment working with the CALM charity. Ensuring quality and performance levels meet and exceed expectations on challenging service lines, following the policies and procedures of the service and company to ensure the service is as efficient and effective as possible. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities. The role holder will be required to:

• Provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of Helpline Workers

• 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

• Ensure departmental KPI's are being achieved whilst adhering to SLAs

• Undertake 121's, meetings, performance reviews and to comply with HR procedures in accordance with company policy

• Ensure adequate resources are available to meet customer and contract needs.

• Provide supervision and session support to your team and debrief as required.

• Be the appointed designated worker in accordance to contract requirements.

Specific Accountabilities:

• 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, 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 Support Services team

• 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

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 session support and managing 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 skills

• Sound 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.

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 well-being 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 an 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.