This position involves responsibility for either a single or multiple client contracts within Connect Assist including for the daily operations, full management and continuous improvement of those contracts. This role is a busy and varied role requiring a highly professional approach from individuals who can lead by example.

You will be required to:

To provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing Team Leaders who are directing customer advisorsTo coach, develop and motivate the Team Leaders to monitor their team’s performance on a daily, weekly and monthly basis to ensure all personal targets are being achieved in accordance with QMSTo ensure adherence to customer KPI's and SLA's are always adhered toTo oversee effective management of 121's, meetings, appraisals and disciplinary process and recording in accordance with company policyTo ensure adequate resource is available to meet customer and contract needsHold regular meetings to review service or account with customer and resource any account requirements to ensure customer satisfaction for the accounts under personal authority. Managing the daily running of the contact centre to the quality standard that the account requiresThe delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service deliveryLiaising with Supervisors, Team Leaders, team members, external customers and other colleagues to gather information and resolve issuesFollowing the Quality Management System, to improve quality and minimise errorsReviewing the performance of staff, identifying training needs and planning training sessionsInvestigating the most complex customer complaints or enquiries and recommending resolution/system improvementsManaging compliance to HR policies for contact centre staffContribute to customer visits; both in Connect Assist and at customer premisesReporting findings/results to management on a regular basis, putting forward ideas and recommendations concerning the development of staff and the improvement of procedures and policies currently in placeDeveloping constructive and cooperative working relationships with Team Leaders and any other relevant colleagues, sales/professional services etcLead by example with regards to behaviours acting professionally at all times and drivingConnect Assist’s cultureOperate within and as a driver of a diverse, inclusive and supportive working environmentWork with the Recruitment Manager as required in the hiring of new employees and the continuous improvement of the recruitment processOperate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001

This role is expected to undertake the following responsibilities within the context of the ISMS:

Reviewing and feeding back into policiesReviewing and feeding back into incidents, weaknesses, events and non-conformitiesReviewing and agreeing follow up actions within the Risk RegisterManagement of other roles, including ensuring that they are fulfilling their responsibilitiesProvision and allocation of resources and training, as required, to operate the ISMS

Good standard of educationAt least 2 years of experience in a similar roleExperience delivering a telephone and / or online based serviceSupervisory experienceIT literate with full working knowledge of MS Office Suite planning and co-ordinatingAbility to coach & develop staffAbility to deliver customer focused servicesExcellent communication and interpersonal skillsReflection and analytical skillsSound decision making

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 wellbeing 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 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.