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CX Success Centre Team Leader
About Maximus
Be part of something great
Maximus is a global organization specialising in providing health and employment services to millions of people every year. In the UK, we employ around 5,000 people across the country, delivering services that have a profound impact on people’s lives. From assessments, health services, employability programs, to specialist support, we provide meaningful work with people who care.
The Role
Overview
The CX Success Centre Team Leader oversees the day-to-day operations of the Success Centre, ensuring performance targets, service standards, and compliance with policies are consistently met. Key responsibilities include:
- Leading and supporting the team through coaching, feedback, and professional development
- Ensuring core functions (referral, appointment, enquiry, and case management) run smoothly
- Acting as the first point of escalation for administrators and deputising for the Operations Manager when required
- Driving continuous improvement by identifying opportunities to enhance processes and efficiency
- Maintaining a positive and engaged team environment
Key Responsibilities
The team leader will:
Team Management & Development
- Provide line management and professional development for a team of Administrators, including:
- Completing performance appraisals
- Managing absence and performance, disciplinary and grievance procedures
- Ensuring adherence to Maximus’s performance frameworks and values
** Operational Accountability**
- Oversee referral management, appointment scheduling, enquiry handling, and case management
- Ensure effective appointment utilisation, proper processing of cancellations and no-shows to meet contractual requirements
- Monitor age-related case management to resolve delays proactively
- Provide updates to the Operations Manager on risks and progress in enquiry/case management
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Compliance & Efficiency
- Ensure triage teams process referrals timely from manual and on-hold queues
- Supervise expense statements, audits, and reasonable adjustments to meet contractual targets
- Exp Impact on performance reporting and IT/health/safety compliance
- Spearhead risk mitigation, incident reporting, and process documentation
Further Responsibilities
- Guide the team to identify and implement improvements in support functions
- Perform additional tasks as directed by the Operations Manager, including deputising for the Operations Manager as needed
Key Relationships
| Relationship | Type | Purpose |
|---|---|---|
| Operations Manager | Internal | Reports to; receives authorisation/guidance |
| Administrators | Internal | Manages performance; coaches directly |
| Assessment Centre Manager | Internal | Collaborates on service delivery |
| Virtual Assessment Planners | Internal | Aligns operational workflows |
| Support Centres Director | Internal | Manages strategic adjustments |
| Service Delivery Managers | Internal | Ensures operational alignment |
| Clinical Leads (WCA/PIP/SB) | Internal | Assists in specialised case oversight |
| Authority | External | Interfaces for service delivery reviews |
| IT Service Provider | External | Addresses technical system queries |
| Customers | External | Responds to escalated service complexities |
Requirements
Candidates Must
- Have the Right to Work in the UK
- Be currently living in the UK
Essential:
Experience & Background
- Substantive experience as a supervisor in a busy, target-driven environment
- Proven track record in performance management, including contractual targets monitoring, reporting, and interdisciplinary collaboration
- Commitment to customer service excellence and continuous process improvement
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Competencies
- Implements principles of diversity, equity and inclusion (DEI)
- Communicates effectively with diverse stakeholders, from administrators to senior management
- Assesses and resolves high-pressure problems under deadlines
- Skilled in workload prioritisation and decision-making in complex scenarios
- Strong coaching and performance management capabilities, including handling sensitive situations
Desirable:
Specialist Knowledge
- Tactical understanding of WCA, PIP, or specialist benefit schemes and government contractor processes
- Knowledge of back-office support operations and experience with service innovation applications
Training Certifications
- Team Leader diploma or relevant certification
Technical Skillsets
- Confidence using MS Office, mandated IT systems and data-driven analysis to improve performance
- Ability to interpret reports and apply findings in actionable upgrades
Travel
- Must be willing/unable to travel to cover requirements in Bootle and associated sites for onsite administrative support
About MAXIMUS – EEO Statement
MAXIMUS is committed to building an ethical, inclusive culture at every recruitment stage. All candidates receive fair and unbiased treatment.
- Disability Confidence Scheme:
- Applicants offering a genuine disability present and meeting essential criteria receive a guaranteed interview.
- Your application is shared solely with the hiring manager and local resourcing team under this scheme.
- Adjustments & Flexibility:
- Where applicable, we support reasonable adjustments for disabled job applicants throughout the recruitment process.
For this role, knowledge, skill, and cultural fit are prioritised over irrelevant qualifications.
Salary
Minimum: £30,000.00 per year Maximum: £30,000.00 per year
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