Overview
Join to apply for the Helpline Team Leader role at National Accident Helpline.
As the most trusted, searched for and recognised personal injury brand, we pride ourselves on being ethical and on helping consumers. This role is based onsite at our Kettering office and is a full-time position (37.5 hours per week).
We live by our values: we are curious, driven, passionate and unified, and our people work as one team to support consumers, our panel of solicitor firms and cross-department collaboration.
ROLE PURPOSE
As a Helpline Team Leader, you will lead a team of Helpline Advisors, motivate and develop them to ensure the effective and efficient running of the Helpline Centre. You will role model the Company’s values and behaviours, provide guidance and leadership to achieve departmental targets, and ensure frontline support helps customers take the right initial steps in their recovery journey.
Principle Accountabilities
* Responsible for all aspects of the team’s performance and wellbeing, ensuring Advisors act correctly and timely.
* Understand and explain quantitative targets, qualitative measures, and operational impacts on performance.
* Communicate performance and vision within Customer Operations and act as an inspiring, motivational role model.
* Lead people development, coaching, and engagement.
* Drive quality improvement through transformative coaching.
* Floor management with a balanced approach to prioritising tasks.
* Proactively seek solutions to challenges and make quick, effective decisions.
Skills and Experience
* Inspirational leader who is supportive and people-focused.
* Experience building and managing relationships inside and outside of Customer Operations teams.
* Ability to provide constructive feedback, recognise performance, and deliver results.
* Strong communication skills at all levels, including verbal and written, with confidence in assigning activities.
* Organised and able to prioritise tasks under pressure.
* Confident working with Contact Centre metrics and evaluating performance against KPIs.
Personal Attributes
* Decisive and data-informed decision-making.
* Influential stakeholder management and collaboration.
* Organised with strong prioritisation ability; proactive and self-motivated.
* Curious to challenge the status quo and unified in working toward shared goals.
* Driven to achieve, succeed and progress; passionate about customers, business and personal performance.
What We Can Offer You
* Monthly performance-related bonus
* Annual leave: 25 days
* 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
* Community Day: volunteer one day each year
* CPD opportunities: training and development to boost confidence and career
* No weekend working – Monday to Friday, 8am–8pm
We are Gold awarded Investors in People and are proud to be a great place to work.
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