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General information
Job Posting Title: Team Leader
Date: Monday, June 23, 2025
City: Leicester
Country: United Kingdom
Working time: Full-time
Closing Date: 30-Jun-2025
Description & Requirements
Shifts are 5 x 8 hours between 8am - 10pm, Monday to Sunday. You will also work weekends on a rota basis.
The role is based in Meridian Business Park LE19 and is primarily office-based, so you must be comfortable with this environment.
Be part of something great
Maximus is a global organisation that provides health and employment services to millions annually. In the UK, we employ around 5,000 people delivering impactful services including assessments, health services, employability programmes, and support for those in need.
Operate on the front line within a busy 24/7 contact centre, working with well-known charities, government, and third sector organisations. Ensure quality and performance meet and exceed expectations. Lead daily operations of your team, including recruitment, onboarding, training, and development activities.
You will be required to:
1. Provide high-level customer service, handling inquiries and complaints while overseeing a team of customer service advisors.
2. Coach, develop, and motivate your team; monitor performance regularly to meet targets in accordance with QMS.
3. Ensure departmental KPIs are achieved while adhering to SLAs.
4. Conduct 121 meetings, appraisals, and comply with HR procedures.
5. Ensure resources are adequate to meet customer and contract needs.
6. Set and meet performance targets for speed, efficiency, sales, and quality.
7. Manage daily operations within a busy contact centre environment.
8. Deliver inbound and outbound services as required, maintaining compliant service delivery.
9. Liaise with supervisors, team members, managers, and external stakeholders to resolve issues.
10. Follow the Quality Management System to improve quality and reduce errors.
11. Review staff performance, identify training needs, and organize training sessions.
12. Handle complex customer complaints or inquiries.
13. Organize staffing, including shift patterns and planning for demand.
14. Improve performance by enhancing efficiency.
15. Manage compliance with HR policies for staff.
16. Ensure the office is prepared and organized for staff and visitors.
17. Report findings and recommendations to management for employee development and process improvements.
18. Lead by example, maintaining professionalism and promoting company culture.
19. Operate within a diverse, inclusive, and supportive work environment.
20. Assist in hiring and recruitment process improvements.
21. Develop cooperative relationships with colleagues.
22. Comply with all company policies, HR practices, and relevant regulations (e.g., PCI, GDPR, ISO standards).
23. Possess a good standard of education.
24. Have at least 2 years of experience in a similar role.
25. Deliver telephone and/or online services.
26. Have supervisory experience.
27. Be IT literate with full knowledge of MS Office Suite, planning, and coordinating tools.
28. Coach and develop staff effectively.
29. Deliver customer-focused services.
30. Exhibit excellent communication and interpersonal skills.
31. Demonstrate reflection and analytical skills.
32. Make sound decisions confidently.
This job posting is active and accepting applications.
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