Location: Kettering
Contract Type: Permanent/ Full time
Salary: Competitive
Hours: 37.5 hours per week. 7.5 hours per day over a shift pattern of Monday - Friday 8am-9pm, Saturday 9am-6pm and Sunday 9:30am-5pm
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.
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.
- Please note this is an office-based, full-time role (37.5 hours week / 7.5 hours per day) and operates on a shift pattern, based on National Accident Helpline's opening hours of Monday - Friday 8am-9pm, Saturday 9am-6pm and Sunday 9:30am-5pm.
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 Company's 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 team's performance and wellbeing. 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 vison 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 of 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 organize and prioritize 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:
- Competitive salary
- 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
- Development Opportunities: training and development opportunities to boost your confidence, realise your strengths and develop your career with us.
We are proud that each year our employees rate our business higher than Gallups ‘Exceptional Workplace Award Winners' for being a great place to work. We are Gold awarded Investors in People and are proud to say that National Accident Helpline is a great place to work.
But don't just take our word for it, come and find out for yourself!
We look forward to hearing from you!
We value individuals:
We enjoy generating ideas and we never stand still. You'll always have the right tools to do your job and create better ways of serving our customers. Nor are we wedded to set ways of working or rigid thinking: where you can spot improvements, your voice will always be heard.
We take work seriously:
Most of us spend more time working in our waking lives than any other activity. That's why we make the effort to create an enjoyable and satisfying working environment. One that gives you every opportunity to develop professionally - in your way and at your pace.
We value innovation:
We are at the cutting edge of personal injury legal services, and we seek the free-thinking minds that will drive our business forward. Investing heavily in easy-to-use new technology and customer service skills, we're a different breed of law firm.
We're going places:
At National Accident Law, we work differently to handle compensation claims in a modern, imaginative and refreshingly personal way. We're looking for the curious minds that can shape and drive innovation in accident injury law
You may have experience in the following: Centre Supervisor, Contact Centre Supervisor, Call Centre Lead, Customer Support Team Leader, Contact Centre Coordinator, Client Service Team Leader, Service Desk Team Leader, Customer Care Supervisor, Call Centre Coordinator, Customer Experience Supervisor, and Contact Centre Operations Lead.
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