Helpline Team Leader
Location: Kettering
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
Contract Type: Permanent
At National Accident Law, we live by our values of 'We are curious', 'We are driven', 'We are passionate' and 'We are unified'. 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 personal injury brand, we pride ourselves on being the most ethical operator in the claims sector.
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.
PRINCIPLE ACCOUNTABILITIES
* Responsible for all aspects of the team's performance and wellbeing.
* 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.
SKILLS AND EXPERIENCE
* An inspirational leader, supportive and people-focused in your approach.
* Experience of building and managing relationships both inside and outside of the Customer Operations Teams.
* Strong focus on delivery of results.
* Great communicator at all levels, verbal and written.
* The ability to organize and prioritize tasks effectively under pressure.
* Confidence working with Contact Centre metrics and evaluating performance against KPIs.
PERSONAL ATTRIBUTES
* Problem solver.
* Competent in making decisions based on the situation and data.
* Attention to detail.
* Confident stakeholder management with the ability to influence and persuade.
* Organized with the ability to prioritize effectively.
* Capable under pressure.
* Curious to challenge the status quo.
* Driven to achieve, succeed, and progress.
* Passionate about our customers 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 GBP1,000 back.
* Death in service: cover of 3 x salary.
* Community Day on us: volunteer in your community for one day each year.
* Development Opportunities: training and development opportunities.
We look forward to hearing from you!
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