The Team Leader provides oversight of CX Success Centresupport functions including referral management, appointment management, enquiry management, case management, and other administration duties including on-site administration as required to facilitate the smooth running of operations and the CX Success Centre. They will act as the first point of escalation for Administrators, and will deputise for the Operations Manager as required. Accountability Responsible for line management and professional development of a team of Administrators, following Maximus''s performance management framework and values including engagement activities, completing performance appraisals, absence management, performance management, disciplinary and grievance procedures Responsible for ensuring efficient and effective administration of customer referrals including manual and on-hold queues, aged case management and appointment management to ensure slots are appropriately filled and cancellations and send homes processed to meet contractual requirements. Enquiry management and case management informing the Operations Manager of progress and identified risks. Ensure accurate and timely processing of Customer Expenses, Audit and Reasonable adjustments, through assurance of the Administrators to achieve contractual targets. Act as point of escalation and authorisation for out of process claims. Effectively report on activities and performance as appropriate, ensuring IT and Health and Safety ..... full job details .....