Referral Team Leader

We have an exciting full time opportunity for you to become our Referral Team Leader. You will be supporting the management of a team of coordinators that provide triage to people seeking weight management support. As a team leader, you'll supervise, motivate, and manage team members daily. Your excellent communication skills will make you the central point of contact for all team members. Proactively ensuring smooth team operations and effective collaboration, you'll lead by example to achieve contract KPIs and positive outcomes for all our service users.,

• Coordinate service delivery: Manage referral flow and ensure service users pathways are continuous across services
• Support the production and analysis of Management Information to support internal and external reporting requirements and inform continuous improvement
• Ensure staff are appropriately trained, motivated, and supported to enable them to carry out their duties to a high standard
• Ensure team and individuals have value and performance-based objectives aligned to the service
• Oversee staff activity, productivity, and utilisation to ensure effective delivery, following Maximus policies and processes
• 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 to meet deadlines and KPIs
• Contribute to team organisation, planning and continuous improvement
• Manage holidays and absences, prioritising resource allocation for Referral Coordinators
• Embed the service within local networks and communities by developing positive relationships with internal stakeholders
• Establish clear onward referral and sign-posting pathways to support a positive user experience
• Represent the service at meetings and training as required
• Deploy a framework to review and assure team competency in health triage and referral services
• Act as the point of escalation for complex inquiries or complaints and resolve issues promptly
• Ensure delivery against contract performance expectations with the commissioner
• Capture evidence through user feedback, case studies and monitoring of compliments/complaints
• Identify service improvement needs that affect day-to-day delivery
• Deputise for the Service Manager in sickness or annual leave
• Ensure compliance with national standards, NICE guidance, contract and company quality standards, SLAs and SOPs
• Monitor and embed policies related to Health & Safety, Safeguarding and Information Security
• Ensure delivery complies with government guidance on diet, alcohol, physical activity, weight management and smoking cessation
• Coordinate efforts to adapt to government guidance changes
Support the development of high performing teams
• Adopt a proactive approach to supervision and training, aiming for quality and high performance against objectives and KPIs
• Plan and run engaging team-building activities to maintain motivation
• Be proactive and vocal in supporting the Referral Hub team in a reactive environment
• Support supervision access and the development of annual Personal Development Plans (PDPs)
• Support the Service Manager with recruitment, onboarding and induction of team members
• Foster a culture of development and constructive feedback, aligning behaviours with company values
• Encourage a positive, collaborative team environment with a client-centric mindset
Note: This is not an exhaustive list. The Team Leader is expected to carry out all other duties as may be reasonably required.


• Experience of a supervisory role with experience of managing a diverse team
• Experience of caseload management demonstrated via a Case Management System
• Experience of supporting vulnerable individuals through a change process
• Operational experience of managing a remote 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
• Excellent internal and external stakeholder engagement and management
• Strong written and verbal communication skills with the ability to capture essential information for effective case management
• A strong track record of interpersonal relationships and the ability to build and maintain relationships
• Expertise in communicating with excellent oral and written communication skills
• Experience in delivering behaviour change interventions for lifestyle 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)
• Experience of supporting people remotely/digitally
• Experience in community development in areas of deprivation, project management and developing new services
  
  Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.
• Salary £26,500 - £32,000 per annum
• 25 days holidays + bank holidays
• 9% combined pension contribution