Team Leader

Description & Requirements

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.

This is a home based position.

Candidates must be living in the United Kingdom (UK) with the right to work in the UK to be considered.

This role involves working late shifts between the hours of 12-10pm, including weekends and bank holidays on a rota basis.

Shift times are a mixture of 12-8pm, 1-9pm and 2-10pm.

As a Team Leader you will 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



* 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 v...