Customer Service Team Leader (Contact Centre)

at  National Accident Helpline

Job Advert
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.

• 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.

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

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.