Responsible for line management and professional development of a team that span multiple locations, following Maximus’s performance management framework. Monitor work in progress (WIP) and workflow reports in order to manage the lifecycle of customer referrals from registration, through filework and up to the appointment stage. Ensure customer referrals are completed in order of priority and returned to the Authority in a timely manner, achieving contractual end to end clearance times.Maintain effective communication with Authority referral teams, responding to questions and providing updates on referral progressEnsure sufficient volumes are progressed through file work, with consideration given to channel mix split, geographical/assessment centre capacity and Supply Chain Partner capacity, to maximise assessment deliveryResponsible for allocating file work to Health Professionals daily in line with their expected levels of productivity. Provide PIP data to inform Health Professional performance reviews/line-by-linesEnsure that all PIP referrals and are registered accurately on PIPCS/ IT platform daily, through the appropriate allocation of team resource to various tasks to meet the fluctuating volumes of workIdentify best practices, ensuring they are shared and applied consistently by all referral administrators and to all PIP referrals  Demonstrates behaviour that creates a culture aligning to the Maximus values of Accountability, Compassion, Collaboration, Customer Focus, Innovation and Respect



Key Relationships:InternalSupport Services DirectorBusiness Support ManagerBusiness Support Team ManagerBusiness/Senior Business AdministratorsExternalCustomer, appointee, and companionsAuthority referral teams 
Qualifications & ExperienceEssentialExperience in supervisory role, delivering to challenging targetsDesirableStrong knowledge of PIP benefit and processes
Individual CompetenciesA commitment to the principles and practices of diversity, equity, and inclusion Able to communicate effectively, set direction and motivate team members to work to challenging and tight deadlinesAble to read reports and identify actions to improve performanceStrong planning and organisation skills, able to prioritise when multi-taskingConfident in use of Microsoft Packages; Word, PowerPoint and Excel
Travel RequirementsMust be able to travel between Support Centre locations as required



EEO Statement Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.  Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.  We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.