Team Manager

Job Description

Introduction Be part of something greatMaximus 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 peoples lives.From assessments and health services to employability programmes and specialist support, we do work that matters with people who care. Job Summary Shifts are 5 x 8 hours (8-4,9-5,10-6,11-7 or 12-8) between the hours 8am - 8pm Monday-Sunday. You will also work 1 in 3 weekends and on call when required.The role is based at Unit 3, Cefn Coed Lane, Nantgarw CF15 7QQ, with free parking so you must live within a commutable distance to apply.This position involves responsibility for a Migrant Help, a Home Office contract at Connect Assist. This role will involve responsibility for the daily operations as well as managing a team of Team Leaders and a small team of advisers. This is a busy roleon a contract which operates on a 24/7 basis, which requires a professional approach from individuals who will lead by example and share best practice. The individual will ensure that quality and performance meet and exceed expectations on a challenging butrewarding service. This role will involve working closely with the Contact Centre Manager to deliver effective daily operations of the Migrant Help team including recruitment, onboarding, training and development activities.You will be required to: Obtain CTC security clearance as this is mandatory for this role To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders and the wider operational team; To coach, develop and motivate the Team Leaders/team and monitor their performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMS; To ensure Home Office KPIs are being achieved whilst adhering to SLAs; To undertake 121s, meetings, appraisals and to comply with HR procedures in accordance with company policy; To ensure that Team Leaders are delivering effective management of 121s, meetings,appraisals and disciplinary process and recording in accordance with company policy; To ensure adequate resources are available to meet customer and contract needs which will include managing the CTC process for new starters.Essential Job Duties Managing the daily running of the contract to the quality standard that is required, ensuring that service delivery remains compliant. Liaising with Supervisors, Team Leaders, Contact Centre Manager and the customer to gather information and resolve issues. Deputise in Contact Centre Managers absence and take responsibility for reporting and customer meetings where appropriate Following the QMS to improve quality and minimise errors Reviewing the performance of staff, identifying training needs and planning training sessions. Managing compliance to HR policies for contact centre staff Contribute to customer visits Work with Contact Centre Manager to report findings/results to management on a regular basis; This will include putting forward ideas to CCM and making recommendations concerning the development of staff and improving efficiency. Developing constructive and co-operative relationships with Team Leaders and team members Lead by example with regards to behaviours acting professionally at all times and drivingConnect Assists culture Operate within and as a driver of a diverse, inclusive and supportive working environment Work with Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process Operate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g PCI, GDPR, ISO 27001, 9001 and 14001.Education and Experience Requirements Good standard of education Experience in a similar role which has involved managing Team Leaders and a contact centre team Delivering a telephone and / or online based service Supervisory experience IT literate with full working knowledge of MS Office Suite planning and co-ordinating Coaching & developing staff Delivering customer focused services Excellent communication and interpersonal skills Reflection and analytical skills Sound decision makingEEO Statement MAXIMUS is committed to developing, maintaining and supporting a culture of equality and diversity in employment in which our employees as well as candidates for employment are treated equitably. We understand that a diverse workforce adds to our competitiveadvantage; and as such, we aim to ensure that job applicants do not receive less favourable treatment on the grounds of sex, race, marital status, disability, age, PartTime or fixed term contract status, sexual orientation or religion, or is disadvantagedby conditions or requirements that cannot be shown to be justifiable. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.Where reasonable, MAXIMUS will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.