Helpline Team Leader

Helpline Team Leader

Location : Kettering

Job Type : Full time, 37.5 hours per week, (7.5 hours per day over a shift pattern of Monday - Friday 8am

8pm).

Contract Type : Permanent

Salary : Competitive

At National Accident Law, the home of National Accident Helpline, we live by our values of We are curious, We are driven, We are passionate and We are unified and our people do too. Whether it be helping people to start their recovery journey, supporting our panel of solicitor firms or working together across departments to achieve results, our people work as one team.

As the most trusted, searched for and recognised personal injury brand, we pride ourselves on being the most ethical operator in the claims sector, taking a strong stance against cold calling and cold texting, and lobbying government and the regulators to help ensure there is a strict regulatory framework to help protect consumers.

You can join us too and play your part in making a real difference to our consumers and benefiting from working for a successful market leader.

ROLE PURPOSE :

As a Helpline Team Leader, you will be responsible for leading a team of Helpline Advisors. You will be an inspiring people leader, motivating and developing your advisors to ensure the effective and efficient running of the Helpline Centre, by role modelling the Companys values and behaviours.

As a Team Leader, you will provide guidance, instruction, direction and leadership for the purpose of achieving our departmental targets, ensuring Helpline Advisors provide excellent front-line support to make the right decisions for our customers and critically, facilitate the consumer in the first steps of their recovery journey.

PRINCIPLE ACCOUNTABILITIES :

Responsible for all aspects of the teams performance and well-being. Ensuring the Helpline Advisors do the right thing, at the right time, in the right way.

To understand and explain the quantitative targets, qualitative measures, and operational impacts to performance.

Responsible for communicating performance and vision to all levels within Customer Operations

To be an inspiring and motivational role model

People leadership, engagement, and development

Quality improvement through transformative coaching

Floor management, using a balanced approach to setting the priorities of tasks

Proactively seeking solutions to challenges, being brave to make quick decisions to resolve

SKILLS AND EXPERIENCE :

An inspirational leader, role model, being supportive and people-focused in your approach

Experience building and managing relationships both inside and outside of the Customer Operations Teams

Provide constructive and objective feedback, including recognition

Have a strong focus on delivery of results

Be a great communicator at all levels, verbal and written, with a confident approach to assigning activities

The ability to organise and prioritise required tasks effectively, whilst working under pressure

Confidence working with the Contact Centre metrics and use to evaluate performance against KPIs

PERSONAL ATTRIBUTES :

Problem solver

Competent making decisions based on the situation and or data

Attention to detail

Confident stakeholder management with ability to influence and persuade

Organised with ability to prioritise effectively

Capable under pressure

Content working on own initiative

Curious to challenge the status quo

Unified in working together for the same goals and vision

Driven to achieve, succeed and progress

Passionate about our customers, our business and personal performance

WHAT WE CAN OFFER YOU :

Monthly performance-related bonus

Annual leave : 25 days

Pension : (3% contributory)

Healthcare scheme : claim up to £1,000 back with Simply Health

Death in service : cover of 3 x salary

Perks at Work : exclusive member discounts across a range of goods and services

Community Day on us : volunteer in your community for one day each year

CPD Opportunities : training and development opportunities to boost your confidence, realise your strengths and develop your career with us.

No weekend working

we are open Monday to Friday between the hours of 8am

8pm

We achieved 82% in our 2024 employee engagement survey, and our colleagues use words like fun, down to earth, supportive and caring to describe our fantastic culture. We are Gold awarded Investors in People and are proud to say that National Accident Helpline is a great place to work.

But dont just take our word for it, come and find out for yourself!

• Please note this is a full-time role of 37.5 hours per week. (7.5 hours per day over a shift pattern of Monday - Friday 8am

8pm). The role of Helpline Team Leader is based on site at our Kettering office.

You may also have experience in the following : Customer Service Manager, Helpline Service Manager, Customer Services, Contact Centre, Supervisor, Team Leader, Call Centre etc.

REF-223 780

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