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Accommodation Office Team Leader

2 months ago

Leicester, Leicester, United Kingdom Avature Full time
Job Title: Accommodation Office Team Leader

Maximus is a global organization that specializes in providing health and employment services to millions of people every year. We employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

As an Accommodation Office Team Leader, you will be working on the front line of service delivery within a busy 24/7 contact centre environment. You will be responsible for ensuring quality and performance levels meet and exceed expectations on challenging service lines.

Key Responsibilities:

  • Provide a high level of customer service, assisting with customer enquiries and complaints.
  • Coach, develop and motivate the team, and monitor their performance on a daily, weekly and monthly basis.
  • Undertake 121's, meetings, appraisals, and comply with HR procedures.
  • Ensure adequate resources are available to meet customer and contract needs.
  • Set and meet performance targets for speed, efficiency, sales, and quality.
  • Manage the daily running of your team within a busy contact centre environment.
  • Liaise with Supervisors, other Team Leaders, team members, Contract Managers, external customers, and other colleagues to gather information and resolve issues.
  • Follow the Quality Management System to improve quality and minimize errors.
  • Review the performance of staff, identify training needs, and plan training sessions.
  • Handle complex customer complaints or enquiries.
  • Organise staffing, including shift patterns and the planning of the number of employees required to meet demand.
  • Improve performance by raising efficiency.
  • Manage compliance to HR policies for contact centre staff.
  • Ensure the office is adequately prepared and organised for the arrival of employees and any visitors.
  • Report 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.

EEO Statement:

Maximus is committed to developing, maintaining, and supporting a culture of diversity, equity, and inclusion throughout the recruitment process.

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.