Accountabilities: 1. 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. 2. 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. 3. 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. 4. Effectively report on activities and performance as appropriate, ensuring IT and Health and Safety systems and risk mitigation processes are in place and fully operational, monitoring and reporting on incidents. 5. Lead and support the team to drive continuous improvement; identify areas for improvement within each support function area. 6. Perform other duties as required by the Operations Manager commensurate with the nature, level and scope of the job, including deputising for the Operations Manager, in their absence. Key