- Successful delivery of existing contract targets via job starts and job outcomes.
- Delivery of high customer service levels reflected through the contractual customer service standards.
- Supervisory support for the business manager with being the first point of contact to support delivery staff.
- Support the management team to meet all operational and financial targets.
- Working with the management team to formulate and resource administrative activities as required.
- Ensuring that the quality of service is validated through quality checks as required on the contract.
- Observations conducted to support, coach and identify development needs for the team.
- Fully understand and deliver to the commissioners required customer service standards.
- Ensuring all delivery teams understand and have access to financial support for participants and sound business decisions are made in the administration of these.
- Be the first point of contact for all the delivery team with any questions or queries that may arise.
- Work in collaboration across business units/functions to identify and share best practice.
- Working with the wider region to identify and arrange signposting support services for the delivery team to be able to access and support participants through.
- Working with the wider region to identify and arrange signposting support services for the delivery team to be able to access and support participants through.
- First point of contact for any customer queries or complaints.
- Conduct weekly caseload conferences with members of the delivery team to check and challenge activities and support in order for them to be able to meet their own KPIs.
- Coach members of the team to achieve the highest outcome levels and ‘being best in class'.
- Champion the company values through one's own conduct with internal and external teams.
- During times of annual leave and/or absence to ensure the support levels to participants is maintained via stepping in directly or even distribution of work.
- Validation of the correct data entry/ quality standards are maintained.
- Conduct meetings with the team i.e., daily huddles, weekly updates, monthly coaching and development sessions.
- Support the management team with external stakeholder relationships.
- Work across region as and when required to ensure appropriate management support is available where required.
- Maintain site disengaged caseload, relocating participants to EA's on re-engagement.
Qualifications & Experience
- Minimum of 5 GCSEs (or equivalent) at C or above including English Language and Maths is preferred
- Demonstratable track record in delivering KPI's and/or high standards of customer service.
- Preferably managed or supervised a previous team.
- Ideally holds an Advice and Guidance qualification to a L3 or willing to work towards.
- Ideally worked in the Welfare to Work sector or able to demonstrate transferable skills.
Individual Competencies
- Strong written and verbal communication.
- Able to manage multiple priorities simultaneously.
- The ability to coach and develop individuals or teams.
- Customer focused.
- Process orientated.
- Values that support continuing professional development.
- Enjoys working on their own and as part of a team.
- High degree of accuracy and attention to detail.
- Resilience and solution focused.
- Strong facilitation skills.
Key Business Priorities
Internal
- Employment Advisors
- Trainers
- Regional Accounts Team
- Business Managers
- Area Manager
- Regional Contract Director
- Wider company contacts
External
- Seetec Quality Team
- Job Centre Plus
- Delivery partners
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.