Team Leader – CX Success Centre

About the role

The Team Leader will oversee the CX Success Centre support functions, ensuring smooth operation of referral, appointment, enquiry and case management processes. This role acts as the first point of escalation for Administrators and will deputise for the Operations Manager when required.

Key responsibilities

• Provide line management and professional development for a team of Administrators, handling performance appraisals, absence, disciplinary and grievance procedures.
• Ensure efficient administration of customer referrals, managing queues, aged cases and appointment slots to meet contractual targets.
• Oversee enquiry and case management, reporting progress and risks to the Operations Manager.
• Process customer expenses, audits and reasonable adjustments, authorising out‑of‑process claims.
• Maintain IT, Health & Safety and risk mitigation systems, monitoring incidents and reporting performance.
• Lead continuous improvement initiatives across all support functions.
• Perform additional duties as directed by the Operations Manager, including deputising during their absence.

Required profile

• Previous supervisory experience in a busy environment with challenging targets.
• Demonstrated ability in performance management, contractual target monitoring and reporting.
• Strong commitment to customer service and continuous improvement.

Required skills

• None specified