This role is working 3x night shifts 7pm - 8am (will be on a rota for nights Monday - Sunday) based in our contact centre in Nantgarw.
As a Nights Team Leader you will operate on the front line of service delivery within a busy 24/7 contact centre environment working with some of the countries well know charities as well as smaller key charity, government and 3rd sector organisations. Ensuring quality and performance levels meet and exceed expectations on challenging service lines. Work as key management figures with responsibility for the effective daily operations of their team including recruitment, onboarding, training and development activities.

Role duties:Provide a high level of customer service, assisting with customer enquiries and complaints, whilst also overseeing a team of customer service advisorsCoach, 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 QMSEnsure departmental KPI's are being achieved whilst adhering to SLAsUndertake 121's, meetings, appraisals and to comply with HR procedures in accordance with company policyEnsure adequate resources are available to meet customer and contract needsSetting and meeting performance targets for speed, efficiency, sales and qualityManaging the daily running of your team within a busy contact centre environmentThe delivery of an inbound and outbound service as and when required, with a view to maintaining compliant service deliveryLiaising with Supervisors, other Team Leaders, team members, Contract Managers, 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 sessionsHandling complex customer complaints or enquiriesOrganising staffing, including shift patterns and the planning the number of employees required to meet demandImproving performance by raising efficiencyManaging compliance to HR policies for contact centre staffEnsuring the office is adequately prepared and organised for the arrival of employees and any visitorsReporting 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 placeLead by example with regards to behaviours acting professionally at all times and driving the Maximus 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 processDeveloping constructive and cooperative working relationships with colleaguesOperate in compliance with all company policy & procedures, HR best practice and relevant regulations required e.g. PCI, GDPR, ISO 27001, 9001 and 14001.
Qualifications and experienceAt least 2 years of experience in a similar roleDelivering a telephone and / or online based serviceSupervisory experienceIT literate with full working knowledge of MS Office Suite planning and co-ordinatingCoaching & developing staffDelivering 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 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.