Maximus

The Quality, Customer Service & Support Lead's role is to ensure a smooth workflow process exists for processing cases requiring audit in order to minimise impact on volumes and outcomes on a monthly basis. You will also be responsible for the performance of small volume referrals to ensure that Service Levels are achieved within the Area as well as overall responsibility for Customer Service areas of appointment slot filling and DV administration. In addition, to ensure support functions such as IT, Estates, Health & Safety and Training are in place to support the Area Operations Team. Responsible for ensuring that cases identified for audit/case review are tracked, prepared and outcomes are recorded accurately on the in-house IT system. Ensure that new entrant Health Care Professionals audit results are recorded accurately on in-house IT systems to enable accreditation at the earliest opportunity. Monitor work in progress (WIP) to manage the lifecycle of referrals for small volume referrals in order to meet speed of clearance targets. Liaise with Resource Manager to ensure there are sufficient appointments available for small volume referrals and escalate to Business Services Manager when speed of clearance targets are at risk. Provide reports to the Business Services Manager and National Performance Team as required on the performance of Teams. Ensure the maximum utilisation of appointment slots both in Assessment Centres and Domiciliary Visits to meet contractual volume targets Allocate team resource on a daily basis to tasks to meet the varying demands. Complete the daily mandatory management checks to quality assure the work of team members. Responsible for ensuring the IT systems are in place and operating within the Area; raising incidents where systems are not operating effectively. Ensuring that appropriate Health & Safety Procedures are in place at Area level and complying with advice from the National Health & Safety Team. Co-ordination, planning and reporting of local clinical training by liaison with Learning & Development and Resource Managers. Ensuring clinical training completed is reported accurately on in-house IT systems. Responsible for the sign-off, recording and accuracy of contractor's monthly payroll. Management of the Quality, Customer Service & Support Team Train and develop team members to ensure the team has the capability and capacity to meet work volumes and demands. Communicate business performance targets on a regular basis ensuring all team members have an awareness of shortfalls and areas to focus upon. Conduct a morning daily brief with Team to relay information on areas of focus. Conduct regular 1:1 reviews with all team members and complete mid-year and end of year appraisals. Ensure the HR Cascade system is up to date for all team members in terms of absence and holiday reporting. Adhere to the performance management guidance and absent management procedures in respect of team members Reporting Act as the liaison point for the National Performance Team for progression of small volume referrals. Continuous Improvement Identify opportunities to improve the audit, case review and small volume referral clearance processes and present proposals for change to the BSM. Identify opportunities to improve the support service processes and present proposals for change to the BSM Excellent people management skills. Ability to assess and solve problems when working to tight deadlines. Strong interpersonally, able to influence and negotiate to achieve business goals. Good IT and analytical skills with the ability to read reports and identify actions to improve performance. Ability to communicate effectively at all levels. Strong teamwork experience. 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 wellbeing 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 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.

As an employment Advisor, you will be working directly with a caseload of customers to help them overcome barriers to employment, providing vital support to help people transform their lives. By motivating and empowering the people you work with, you will equip individuals with the necessary skills and confidence to enable secure and sustained employment.You will develop strong relationships by encouraging, motivating and challenging your customers to fulfil their potential, whilst ensuring you meet your own job specific targets. Salary Range: Non-London = £26,700 - £29,800 London = £29,400 - £32,600 Meet personal performance targets and Key Performance Indicators Manage a caseload of customers using a variety of coaching strategies, ensuring the are prepared for interviews and job searching Undertake in-depth assessments using a suite of tools to fully understand a customer's circumstances, preferences and holistic barriers to progression Co-produce personalised tailored SMART action plans with sequenced interventions and development opportunities Use an integration framework of local specialist services to obtain support to address specific issues (e.g. substance misuse, anger management, debt advice, health and vocational training) Identify the specific recruitment needs of each employer and undertake tailored pre-screens and group assessments Co-produce effective in-work support plans with participants and employers Proactively participate in continuous improvement activities to ensure that the service continues to deliver excellent customer service Fully comply with company policies including those for personal data security, safeguarding and health & safety Work from local hubs and community outreach locations (sometimes alongside other services e.g. housing, health and primary care centres) to increase service accessibility. Customer focussed with a strong commitment to customer care A strong team player with a positive and flexible approach to work and colleagues Previous Experience of working in a fast paced, target driven environment Previous Experience of delivering services to meet contractual and quality standards Fully IT literate in using a range of Microsoft Office programmes to include 365 products and modern digital technologies, i.e. Microsoft Teams/Zoom/Google Strong communicator - demonstrating an ability to listen, question and build relationships Demonstrable creative problem solving skills and a positive approach to challenging and overcoming any barriers Demonstrable ability to plan and organise workload to meet required targets and deadlines Prior experience of working in a similar role in the Welfare to Work sector is desirable Knowledge of the employability industry is desirable Previous experience of working in a Recruitment Background is desirable 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 wellbeing 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 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.