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Team Lead
Team Leader – CX Success Centre
About the Role
Be part of something great
Maximus is a global organisation specialising in providing health and employment services to millions of people annually. In the UK, we employ around 5,000 people across the country to deliver services with a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, our work matters—filled by people who care.
This is a Hybrid role, based between Glasgow and home, offering:
- Salary: £30,000
- 25 days annual leave
- 9% combined pension
- Holiday trade scheme
- Flexible benefits package
The CX Success Centre Team Leader oversees day-to-day operations, ensuring performance targets and service standards are met. They lead and support their team through coaching, feedback, and development, while maintaining compliance with policies and quality requirements. Acting as the first point of escalation, they communicate priorities, resolve issues, and foster a positive, engaged team environment. Additionally, they drive continuous improvement by identifying opportunities to enhance processes and efficiency.
The Team Leader provides oversight of CX Success Centre support functions including:
- Referral management
- Appointment management
- Enquiry management
- Case management
- On-site administration (as required)
They will act as the first point of escalation for Administrators and deputise for the Operations Manager as required.
Accountability
- Line management and professional development of a team of Administrators following Maximus’s performance management framework and values, including:
- Engagement activities
- Performance appraisals
- Absence management
- Performance management, disciplinary and grievance procedures
- Ensuring efficient and effective administration of:
- Customer referrals (manual and on-hold queues)
- Aged case management
- Appointment management
- Enquiry and case management (reporting progress and risks to Operations Manager)
- Overseeing the accurate and timely processing of:
- Customer expenses, audits, and reasonable adjustments
- Escalating out-of-process claims as point of authorisation
- Effectively reporting on activities and performance, ensuring:
- IT and Health & Safety systems are in place and operational
- Incident monitoring and reporting
- Driving continuous improvement, identifying areas for process efficiency within support functions
- Performing other duties as required by the Operations Manager (comensurate with role level), including deputising in their absence
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Key Contacts & Relationships
Internal
- Operations Manager
- Administrators
- Assessment Centre Manager
- Virtual Assessment Planners
- Support Centres Director
- Service Delivery Managers
- Workforce planning teams
- Clinical Leads (WCA/PIP/SB)
External
- Authority
- IT Service Provider
- Customers
Role Requirements
Essential
Qualifications & Experience
- Previous experience in a supervisory role, leading and motivating teams in a busy environment
- Experience in delivering to often challenging targets, particularly aligned with contractual obligations
- Familiarity with performance management (targets, monitoring, and reporting)
- Demonstrated commitment to customer service and continuous improvement
Key Competencies
- A commitment to the principles and practices of diversity, equity, and inclusion
- Ability to communicate effectively across diverse audiences
- Strong problem-solving skills, ability to work under tight deadlines
- Capability to plan and prioritise workload efficiently
- Demonstrated strong coaching and performance management skills
- Proven organisation, problem-solving, and decision-making skills
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Desirable
- Experience in the delivery of WCA, PIP, or Specialist Benefits, or other Government contractors/commissioners
- Knowledge of back-office support processes and standard operating systems
- Team Leader diploma or certification
- Strong IT and analytical skills (ability to analyse reports and identify performance actions)
- Proficiency in MS Office packages and operational systems
Travel Requirements
Must be able to travel as required.
Equal Employment Choice Statement
Maximus is committed to developing, maintaining, and supporting a culture of diversity, equity, and inclusion throughout the recruitment process. We seeking a workforce where all individuals feel valued and included, recognizing that this significantly impacts personal and professional well-being.
As a Disability Confident Leader, Maximus guarantees a guaranteed interview for any applicant with a disability who meets the minimum essential requirements for the role. If you have a disability and wish to apply under this scheme, please indicate when completing your application. Your guaranteed interview application will only be shared with the hiring manager and local resourcing team.
Where reasonable, the company will consider adjustments for applicants who express a requirement during the recruitment process.
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