Maximus
Team Leader - Manchester
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CX Success Centre Team Leader
About the Role
Be part of something great
Maximus is a global organisation specialising 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 with a profound impact on people’s lives. Our work ranges from assessments and health services to employability programmes and specialist support—tackling challenges withmeaningful outcomes.
The CX Success Centre Team Leader oversees day-to-day operations, ensuring performance targets and service standards are met. You’ll lead and support your team through coaching, feedback, and development while maintaining compliance with policies and quality requirements. As the first point of escalation, you’ll communicate priorities, resolve issues, and foster a positive, engaged team environment. Additionally, you’ll drive continuous improvement, identifying opportunities to enhance processes and operational efficiency.
Key Responsibility: Oversight of CX Success Centre support functions, including:
- Referral management
- Appointment management
- Enquiry management
- Case management
- On-site administration
You will deputise for the Operations Manager as required and act as the escalation point for Administrators.
Accountabilities
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Team Leadership & Development:
- Line management of Administrators, including performance appraisals, absence management, and disciplinary/grievance procedures.
- Responsible for professional development and engagement activities in line with Maximus’s performance framework.
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Service Delivery & Compliance:
- Manage customer referrals (manual and on-hold queues), appointment slots, cancellations, and aged case oversight to meet contractual deadlines.
- Report enquiry and case management progress to the Operations Manager, identifying risks and performance variances.
- Ensure accurate, timely processing of customer expenses, audit claims, and reasonable adjustments through Administrator oversight, meeting contractual targets.
- Authority to escalate and approve out-of-process claims.
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Systems, Reporting & Incident Management:
- Ensure IT and Health & Safety systems are operational, with protocols for risk mitigation.
- Monitor and report incidents, with a focus on compliance and operational continuity.
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Continuous Improvement:
- Lead initiatives to streamline workflows, improve efficiency, and address gaps across all support functions.
- Assess system-generated reports to identify performance trends and drive data-informed enhancements.
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Additional Responsibilities:
- deputise for the Operations Manager during their absence.
- Perform other duties as directed by senior leadership.
Key Contacts & Relationships
Internal:
- Operations Manager
- Administrators
- Assessment Centre Manager
- Virtual Assessment Planners
- Support Centres Director
- Service Delivery Managers
- Workforce Planning Teams
- Clinical Leads (Pipeline/WCA/PIP/SB)
External:
- Authority (public-sector stakeholders)
- IT Service Providers
- Customers
Role Requirements
Qualifications & Experience
Essential:
- Previous experience in a supervisory role, leading and motivating teams in a fast-paced, high-pressure environment to meet challenging deadlines.
- Familiarity with performance management, including contractual targets, performance monitoring, and reporting.
- Demonstrated commitment to customer service excellence and continuous improvement.
Individual Competencies
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Areas of Evidence:
- Active commitment to diversity, equity, and inclusion (DEI) principles.
- Strong communication skills across diverse teams and external partners.
- Ability to assess and resolve problems confidently under tight deadlines.
- Exceptional organisational and problem-solving skills.
- Experienced in planning and prioritising workloads to deliver results.
- Proven coaching abilities and hands-on experience in performance management.
Desirable:
- Experience in WCA, PIP, or Specialist Benefits, or historically working with government contractors/commissioners.
- Knowledge of back-office support structures and Standard Operating Procedures (SOPs).
- Professional qualification in Team Leadership or certification.
- Technical acumen with Microsoft Office packages and operational IT systems.
- Robust analytical mindset, capable of interpreting reports to drive targeted improvements.
Travel Requirements
- Must meet flexible travel needs for Idaho coverage across the Manchester area and other contracted sites as required by the business.
Salary Structure
$30,000.00 per annum
Diversity & Equality Commitments
Maximus is dedicated to inclusivity throughout the recruitment process. All applicants will receive equal consideration regardless of personal characteristics. In alignment with the Disability Confident Leader scheme, the organisation guarantees an interview to candidates with disabilities who meet the essential criteria for the role.
Providing reasonable adjustments is part of our inclusive approach—applicants with disabilities can wish to disclose during the application process for consideration.
For queries about accessibility, contact Maximus’s Disability Support team directly.
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