Contact Centre Team Leader

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 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 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 dont 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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