Head of Support Centres - Maximus

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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.

The Head of Support Centres is accountable for the overall performance of the FAS Support Centre functions in Lot 2 with direct line management responsibility of a team of business support managers, for which they will provide leadership and direction, whilst promoting continuous improvements. They are responsible for developing and delivering operational plans spanning registration and filework through to appointment scheduling and audit to achieve the business objectives, and specifically customer satisfaction, volume, quality, and end to end clearance across WCA and Specialist Benefits.

£62,000 to £67,000.

Candidates should be based in Lot 2 (Midlands and Wales) due to the delivery area of the role.

Advert closes at 12pm on 29th July.

1. Govern all registration and filework / FME administrative activity performed in support of delivering business objectives, including volume, quality, and end to end clearance times to achieve a positive customer referral journey

2. Ensure sufficient referral volumes are flowed through filework and on to appointments stage, aligned to channel mix split and geography/individual assessment centre capacity, to maximise assessment delivery. Maintain strong communication links with the Performance Managers

3. Govern all Customer Appointment Team activity, ensuring the timely scheduling of appointments to meet end to end clearance times Ensure excellent customer support exceeding customer satisfaction and meeting of customer requirements

4. Provide direction to all support centre functions to deliver the business objectives. Effectively report on Support Centre performance as appropriate.

5. Promote continuous improvement, encourage best practice sharing to ensure Referral Team and FAS Support Centre effectiveness. Cascade best practices, ensuring consistent application.

6. Establish high performing team across multiple Support Centre locations with set objectives and clear performance expectations. Responsible for line management of direct reports, in line with Maximus's performance management framework

7. Demonstrates behaviour that creates a culture aligning to the Maximus values of Accountability, Compassion, Collaboration, Customer Focus, Innovation and Respect

Qualifications & Experience

Essential

• Experience managing and developing high performance teams, operating both physically in teams and remotely
• Experience delivering challenging performance targets
• Experience fostering a culture of customer and client focus

• Extensive experience of delivering, WCA, PIP and Specialist Benefits

• A commitment to the principles and practices of diversity, equity, and inclusion
• Able to deliver high quality work and sets quality expectations and direction for teams to deliver Contract requirements and drive business improvement
• Able to plan, co-ordinate and monitor workflow and workforce resources
• Experience building strong working relationships internally and with external partners
• Able to communicate with clarity and conviction. Persuasive and able to influence across a broad range of audiences. Uses a variety of communication media appropriate to the context

• Must be able to travel between Support Centre locations, as required

Internal

• Operations Director
• FAS Support Centres Director
• Referral Team Managers
• Customer Appointment Manager
• Support Team Manager
• Rota Planning Manager
• Senior Operations Management
• Maximus Shared Services

• Capita

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. YourGuaranteed 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.

£

62,000.00

£

67,000.00