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Accommodation Office Team Leader

1 month ago

Leicester, Leicester, United Kingdom Avature Full time

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.

As a key member of our team, you will be responsible for ensuring quality and performance levels meet and exceed expectations on challenging service lines. You will work as a key management figure with responsibility for the effective daily operations of your team, including recruitment, onboarding, training and development activities.

Key responsibilities include:

  • Providing a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors.
  • Coaching, developing and motivating the team and monitoring their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS.
  • Undertaking 121's, meetings, appraisals and complying with HR procedures in accordance with company policy.
  • Ensuring 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.
  • 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 visitors.
  • 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.
  • Operating in compliance with all company policy & procedures, HR best practice and relevant regulations required.

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. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job.