Customer Service Team Leader

This role is based in Leeds City centre. Our office is based at Ground Floor West Gate, 6 Westgate, Grace Street, Leeds LS1 2RP. You will be working shifts between the hours of 8am - 8pm, including working weekends on a rota basis. The service is 365 days a year so you will work bank holidays if your shift is on that day, but you will get your bank holidays included in your holiday entitlement so that will give you 33 days per year.

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. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

About the Role

As a Team Leader you will ensure quality and performance levels meet and exceed expectations on challenging service lines. You will be working on a contract for national charity Migrant Help to support vulnerable migrants. As part o the role you will be responsible for the effective daily operations of the team including recruitment, onboarding, training and development activities.

Key Duties

• To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisors
• To 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
• To ensure departmental KPI's are being achieved whilst adhering to SLAs
• To undertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policy
• To 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
• Setting and meeting performance targets for speed, efficiency, and quality
• Managing the daily running of your team within a busy contact centre environment
• The delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service delivery against customer requirements
• Liaising with Supervisors, other Team Leaders, team members, Team Managers, external customers and other colleagues to gather information and resolve issues
• Following the Quality Management System, to improve quality and minimise errors
• Handling complex customer complaints or enquiries
• Overcoming 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 faces with language barriers
• Organising staffing, including shift patterns and the planning the number of employees required to meet demand
• Improving 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
• Ensuring the office is adequately prepared and organised for the arrival of employees and any visitors
• Reporting 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
• 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
• Developing constructive and cooperative working relationships with colleagues

Who we are looking for

• Experience of Managing a team
• Experience of coaching and developing people
• Experience of working as part of a team
• IT literate with full working knowledge of MS Office Suite and use of windows-based databases
• An ability to plan, prioritise and co-ordinate your workload
• Excellent communication and interpersonal skills
• Strong decision-making abilities
• An ability to empathise with people at all levels
• An ability to manage and resolve complaints
• Emotional resilience
• Experience of working in a contact centre environment is desirable
• Previous experience of delivering a telephone and / or online based service is desirable

What we offer

• 25 days holidays + bank holidays
• Holiday Trade
• 9% combined pension contribution
• Healthcare cashplan
• Dental Insurance
• Retail discounts

EEO 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 competitive advantage; 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, part-time or fixed term contract status, sexual orientation or religion, or is disadvantaged by 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.