Quality and Training Supervisor

1 day ago

Leeds, United Kingdom Centre for Health and Disability Assessments Full time

**Introduction**

**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.

**Job Summary**

This role will require you to work closely with the team leaders to ensure effective management of workflow and staff deployment within the contact centre, ensuring that an effective and efficient service is delivered. You will be a point of contact withinthe team to supervise and support contact centre staff and deputise as required.

You will be required to:

- Support team leaders in service delivery and compliance with contracted SLA’s
- Provide ongoing learning materials and opportunities for the contact centre team
- Promote effective communication across all channels for and about individuals
- Contribute to the development of organisational policy and practice

**Essential Job Duties**

This is a varied role that will require an individual who is confident in their ability to establish relationships to explain and promote the organisation and its work. You will support the development and direction of service delivery through completinga weekly report to be shared with the team leader detailing an overview of the findings from the week’s quality checks including any areas for concern.

Other core responsibilities:

- Daily ticket checks to be shared with the customer for the previous working day (excluding weekends - this should be caught up and shared on the Monday of each week)
- All red risks should be fed back to the adviser for immediate attention at the earliest opportunity
- All amber / green feedbacks should be collated over the course of each week and fed back to the adviser on a weekly basis as a minimum
- All feedback should be smart, with agreed actions on how to improve from current feedback level
- All feedback should be stored on the People HR system, a copy provided to them and a further paper-based copy retained for our records
- All work may be required to be managed in line with a performance improvement plan
- In negotiation with the team leaders, manage time effectively to enable additional tasks to be completed without it impacting on service level
- Support all team members to take responsibility and achieve a high quality of work.
- Ensure continuous service improvement, initiating, facilitating and responding to change in a proactive and positive manner
- Establish and monitor standards, processes, communications, training and systems to ensure all health and safety requirements within the contact centre are met

**Education and Experience Requirements**
- Good standard of education
- At least 2 years contact centre experience delivering a telephone and/ or online based service
- Demonstratable experience at a supervisor level
- IT literate with full working knowledge of MS Office Suite
- Ability to coach and develop staff
- Excellent communication and interpersonal skills
- Sound decision making

**CHDA Statement**

Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.

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