Team Lead – CX Success Centre

About the role

The Team Lead oversees the CX Success Centre, ensuring smooth operation of referral, appointment, enquiry and case management functions. This role acts as the first point of escalation for Administrators and deputises 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.
• Drive continuous improvement across support functions and deputise for the Operations Manager as needed.

Required profile

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

Required skills

What we offer

• Opportunity to lead a dedicated CX team in a dynamic environment.
• Professional development and progression within Maximus.