Requirements

Description & Requirements

This role is hybrid working shifts between the hours 8am - 10pm. You'll be based in the office 2-3 days a week. You will work a minimum of 1 in 4 weekends. The office is based at Maximus UK Services Limited, 2nd Floor, St George's House, 6 St George’s Way, Leicester LE1 1QZ.

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.

Operate on the front line of service delivery within a busy 24/7 contact centre environment, working with the national charity Migrant Help, supporting vulnerable migrants. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team, including recruitment, onboarding, training, and development activities.

You will be required to:

• Provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
• Coach, develop, and motivate the team and monitor their performance on a daily, weekly, and monthly basis to ensure all personal targets are being achieved in accordance with QMS
• Ensure departmental KPIs are being achieved whilst adhering to SLAs
• Undertake 1:1s, meetings, appraisals, and comply with HR procedures in accordance with company policy
• Ensure adequate resources are available to meet customer and contract needs
• Provide support to members of the team where needed
• Pay attention to and respond quickly and appropriately to process changes in relation to the provision of the service, ensuring the team are aware and have all up-to-date information
• Set and meet performance targets for speed, efficiency, and quality
• Manage the daily running of your team within a busy contact centre environment
• Deliver an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
• Liaise with Supervisors, other Team Leaders, team members, operations Managers, external customers, and other colleagues to gather information and resolve issues
• Follow the Quality Management System, to improve quality and minimise errors
• Review the performance of staff, identifying training needs and planning training sessions
• Handle complex customer complaints or enquiries
• Overcome the complex communication challenges created through language barriers with professionalism and integrity to ensure a quality and efficient service provision to all SU’s
• Act as a point of escalation for complaint handling complex service user calls
• Act as a point of escalation for at-risk or serious safeguarding call taking into account the challenges faced with language barriers
• Organise staffing, including shift patterns and planning the number of employees required to meet demand
• Improve performance by raising efficiency
• Where a high number of process changes take place, ensure these are communicated, actioned, and support is provided to all Customer Service Advisors where required
• 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
• Lead by example with regards to behaviours, acting professionally at all times and driving Connect Assist’s culture
• Operate within and as a driver of a diverse, inclusive, and supportive working environment
• Work with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment process
• Develop constructive and cooperative working relationships with colleagues
• Operate in compliance with all company policy & procedures, HR best practice, and relevant regulations required, e.g., PCI, GDPR, ISO 27001, 9001, and 14001