Responsibilities
Coordination of service delivery by: • Manage referral flow and ensure service users pathways are continuous across services • Supporting the production and analysis of Management Information to support internal and external reporting requirements and inform continuous improvement • Ensuring staff are appropriately trained, motivated, and supported to enable them to carry out their duties to the highest possible standard • Ensuring team and individuals have value and performance-based objectives that align to the performance requirements of the service. • Overseeing staff activity, productivity, and utilisation to ensure effective, efficient delivery, making best use of Maximus’ policies and processes to guide and support team and individual performance • Conduct spot checks on calls to assess quality and identify training needs • Set performance goals and targets for the team. • Effectively manage own referral caseload as agreed by line manager and workload to ensure deadlines, KPI’s are met in an effective manner • Contribute to team organisation, planning and continuous improvement • Manage holidays and absences, prioritising resource allocation for Referral Coordinators in line with contract need, staffing and KPI updates.
Ensure the service is embedded within and across the local networks and communities by: • Developing positive relationships with internal stakeholders• Establishing simple, clear, and friction-free onward referral and sign-posting pathways that support a positive service user experience • Representing the service as required for and at meetings and training.
Responsible for high quality service delivery and achievement of performance through: • Deploying a robust framework to review and assure team competency and skills in the delivery of health triage and referral services, including, but not limited to observations, data audits, SOP compliance.• Act as the point of escalation for complex inquiries or complaints. • Resolve issues promptly to ensure client satisfaction. • Ensure your team deliver against contract performance expectation as agreed with the commissioner, supporting the line manager with performance outcomes in line with performance management requirements • Ensure the qualitative capture of evidence through service user feedback, case studies and effective compliments/complaints monitoring • Proactively identifying any service improvement needs that may affect the day-to-day operational delivery of the service. • Deputising for the Service Manager in the event of sickness or annual leave. • Ensure compliance with national standards, NICE guidance, contract and company quality standards, Service Level Agreements and SOPs• Monitor, implement and embed all policies and systems as they relate to service delivery, including but not limited to localised SOPs, Health and Safety, Safeguarding, and Information Security • Ensure delivery is compliant with government guidance relating to diet, alcohol, physical activity, both adult and child weight management and smoking cessation • Coordinates efforts to ensure compliance with information, advice, and guidance if / when government guidance changes 
Support in the effective development of high performing teams:• Adopting a proactive approach to supervision and training with a demonstrated commitment to personal development, achievement of quality standards, delivering high performance in line with agreed objectives and Key Performance Indicators• Plan and execute engaging team-building activities to maintain motivation. • Be proactive, present, and vocal in driving and supporting the Referral Hub team in a highly reactive environment. • Support all to access supervision and ensure all engage in the development of annual Personal Development Plans (PDPs) • Support the Service Manager in the recruitment, onboarding and induction of team members as required • Create a culture of further development and constructive feedback with individuals and teams, embedding and ensure behaviours demonstrate the company values • Foster a positive and collaborative team environment, emphasizing a client-centric mindset and continuous improvement.
 Note: This is not an exhaustive list. The Team Leader is expected to carry out all other duties as may be reasonably required.

Qualifications & Experience
Essential:• Experience of a supervisory role with experience of managing a diverse team• Experience of caseload management demonstrated via the use of a Case Management System• Experience of supporting vulnerable individuals through a change process• Operational Experience of managing a remote team
Desirable:• Experience in delivering behaviour change interventions for specific lifestyle related issues (smoking cessation, physical activity, NHS Health Checks, weight management, alcohol reduction)• Membership of professional body (ICF, EMCC, AoC, UKHCA)• Educated to degree level in a relevant subject e.g., Psychology, Behavioural Science etc• Experience of supporting people remotely / telephonically / digitally• Experience in community development in areas of deprivation, Project Management and Developing new services.
Individual Competencies
Essential:• Ability to motivate, manage and lead a diverse team.• Ability to forge good working relationships with external organisations.• Ability to react quickly to unforeseen circumstances.• A strong understanding of the social / wider determinants of health• A strong understanding of population-based approaches including segmentation and risk stratification.• A strong understanding of behaviour change principles and methodology.• Demonstrable core skills and competencies as set out in best practice standards including: - Select and apply a range of health coaching models, conversation frames and techniques.- Detailed knowledge of the core concepts and principles of personalisation, patient activation, health behaviour change, self-efficacy, intrinsic motivation, and assets based approaches- Detailed understanding of self-management support and associated techniques- Advanced skills development incorporating practice, reflection and planning for the application of learning to practice.• Excellent internal and external stakeholder engagement and management• Strong written and verbal communication skills with the ability capture essential information that supports effective case management• A strong track record of interpersonal relationships including the ability to build, develop and maintain relationships.• Expertise in communicating effectively with excellent oral and written communication skills• Effective caseload management inclusive of accurate data collection, data entry, timely recording and delivery against agreed Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).• Confident in the use of evolving digital technologies to support people through behaviour change processes.• The ability to manage time independently and effectively and work to deadlines• Ability to effective work safely and manage sensitive data in line with information security standards• Excellent Microsoft Office skills and ability to learn quickly when using news systems and processes. • Commitment to personal development and training• Commitment to flexible working (including evenings and weekends), ensuring the service is available to all residents including, those who work during the day, shift workers and those with children of school age• Commitment to supporting overall team/contract performance to the highest standards, undertaking a range of duties in line with business requirements 
Desirable:• Experience of delivery health screening services (e.g., NHS Health Check)• Effective delivery of programmes in line with contractual requirements and service level agreements
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 well-being 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 an 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.