General information
Job Posting Title Team Leader Date Thursday, April 18, 2024 City Cardiff Country 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 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.
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:
1. To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
2. 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
3. To ensure departmental KPI's are being achieved whilst adhering to SLAs
4. To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
5. To ensure adequate resources are available to meet customer and contract needs
Salaries
£20,963 p.a. starting salary
£21,450 p.a. after 1 year of service and achievement of performance parameters
£22,000 p.a. – Migrant help
6. Setting and meeting performance targets for speed, efficiency, sales and quality
7. Managing the daily running of your team within a busy contact centre environment
8. The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery
9. Liaising with Supervisors, other Team Leaders, team members, Contract Managers, external customers and other colleagues to gather information and resolve issues
10. Following the Quality Management System, to improve quality and minimise errors
11. Reviewing the performance of staff, identifying training needs and planning training sessions
12. Handling complex customer complaints or enquiries
13. Organising staffing, including shift patterns and the planning the number of employees required to meet demand
14. Improving performance by raising efficiency
15. Managing compliance to HR policies for contact centre staff
16. Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
17. 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
18. Lead by example with regards to behaviours acting professionally at all times and driving Connect Assist’s culture
19. Operate within and as a driver of a diverse, inclusive and supportive working environment
20. Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
21. Developing constructive and cooperative working relationships with colleagues
22. Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001
23. Good standard of education
24. At least 2 years of experience in a similar role
25. Delivering a telephone and / or online based service
26. Supervisory experience
27. IT literate with full working knowledge of MS Office Suite planning and co-ordinating
28. Coaching & developing staff
29. Delivering customer focused services
30. Excellent communication and interpersonal skills
31. Reflection and analytical skills
32. Sound decision making