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General information
Job Posting: Team Leader
Date: Thursday, July 11, 2024
Location: Leeds, United Kingdom
Working time: Full-time
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 to deliver impactful services, including assessments, health services, employability programmes, and support.
* Successfully deliver existing contract targets via job starts and outcomes.
* Maintain high customer service levels in line with contractual standards.
* Support the business manager as the first point of contact for delivery staff.
* Assist the management team in meeting operational and financial targets.
* Coordinate administrative activities as needed.
* Ensure service quality through regular quality checks.
* Conduct observations to support, coach, and identify team development needs.
* Understand and deliver to the customer service standards required by the commissioners.
* Manage financial support for participants and ensure sound business decisions in administration.
* Serve as the first point of contact for delivery team questions or queries.
* Collaborate across units to share best practices.
* Coordinate signposting support services for the team and participants.
* Handle customer queries or complaints.
* Conduct weekly caseload conferences to monitor and support team KPIs.
* Coach team members to achieve high outcomes and excellence.
* Promote company values through conduct with internal and external teams.
* Maintain support levels during team members' leave or absence.
* Validate data entry and uphold quality standards.
* Hold regular team meetings and coaching sessions.
* Support external stakeholder relationships.
* Work regionally to ensure management support where needed.
* Manage caseloads and participant re-engagement.
Qualifications & Experience
* Minimum of 5 GCSEs (or equivalent) at C or above, including English and Maths.
* Proven track record in delivering KPIs and customer service standards.
* Experience managing or supervising a team.
* Advice and Guidance qualification at Level 3 or willingness to obtain.
* Experience in the Welfare to Work sector or transferable skills.
Individual Competencies
* Strong communication skills.
* Ability to manage multiple priorities.
* Coaching and team development skills.
* Customer focus.
* Process orientation.
* Commitment to professional development.
* Ability to work independently and as part of a team.
* Attention to detail and accuracy.
* Resilience and solution-focused approach.
* Facilitation skills.
Key Business Priorities
Internal
* Employment Advisors
* Trainers
* Regional Accounts Team
* Business Managers
* Area Manager
* Regional Contract Director
* Wider company contacts
External
* Seetec Quality Team
* Job Centre Plus
* Delivery partners
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