At a Glance
- Tasks: Provide empathetic support to customers navigating their claims journey.
- Company: Join National Accident Law, a diverse and inclusive workplace.
- Benefits: Enjoy a competitive salary, bonuses, healthcare, and community volunteering days.
- Other info: Full training provided; no weekend work; vibrant team environment.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Great customer service skills; experience in contact centres is a plus.
Location: Kettering
Salary: £26,130 per annum
Hours: Monday – Friday, 8am – 8pm (shift pattern, no weekend working)
Contract: Full time, Permanent
ABOUT US
Here at National Accident Law, we are all about making it right for those who have had an accident that wasn't their fault. Home to National Accident Helpline, our Helpline Advisors are the vitally important first point of contact for our customers and so we need individuals who have a genuine desire to help by listening, understanding, and deciding the right course of action for the customer.
At National Accident Helpline, we believe that diversity drives success. We are proud of our inclusive workplace, where everyone feels valued, respected, and safe. We welcome applications from all walks of life and encourage you to bring your most authentic self to work. We encourage applications from individuals over 50 and all other qualified candidates.
By joining us, you can expect to work in a fun, rewarding environment with a fantastic team who are committed to making a difference to people's lives.
ABOUT YOU
You're a compassionate person who is driven by helping others. Friends turn to you for advice because you listen, understand, and have a knack for offering great advice. Your empathy lets you see situations from different perspectives, and your curious nature means you ask the right questions to make informed decisions. You understand the importance of being adaptable in your approach and care deeply about resolving issues, enjoying the variety of each situation. You thrive in a vibrant, kind and supportive environment surrounded by like-minded individuals who share your values and drive to make a difference.
Does this sound like you? Then consider becoming a Helpline Advisor.
The Role
- Delivering an empathetic customer service experience for customers who have suffered an injury that wasn't their fault
- Taking inbound and making outbound calls
- Supporting customers through their claims journey to ensure a seamless customer service experience in anticipation of the formal commencement of their claim
What We're Looking For
- Previous experience in a contact centre is not essential, but great customer service skills are important
- We are keen to hear about your life experiences and value the transferable skills that these bring to the workplace
- Full training will be provided to help you succeed in your new role, but if you have these skills, it's a bonus:
- Excellent customer service skills
- Strong written and verbal communication skills
- Ability to capture data accurately and summarise facts succinctly, in line with business guidelines
- Understand the importance of compliance and the potential consequences to the business if not followed
- Confident keyboard skills and using multiple systems interchangeably
- Grade C at English GCSE or equivalent
Benefits
- Salary of £26,130
- Monthly performance-related bonus
- 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
- CPD Opportunities: training and development opportunities to boost your confidence, realise your strengths and develop your career with us
- No weekend working – we are open Monday to Friday between the hours of 8am – 8pm
We are proud that each year our employees rate our business higher in Gallup's Exceptional Workplace Award for being a great place to work. We are Gold awarded Investors in People and are proud to say that National Accident Law is a great place to work.
But don't just take our word for it, come and find out for yourself!
Please note this is a full-time role of 37.5 hours per week (7.5 hours per day over a shift pattern of Monday – Friday, 8am – 8pm). This role is based onsite in Kettering.
Helpline Advisor in Kettering employer: National Accident Helpline
At National Accident Law, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work environment in Kettering. Our Helpline Advisors play a crucial role in helping customers navigate their claims journey, and we provide comprehensive training and development opportunities to ensure your success. With a focus on employee well-being, we offer competitive salaries, performance-related bonuses, and the chance to make a meaningful impact in people's lives, all while enjoying a work-life balance with no weekend shifts.
Contact Details:
National Accident Helpline Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpline Advisor in Kettering
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at National Accident Helpline. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like National Accident Helpline before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpline Advisor in Kettering
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to National Accident Helpline:Your cover letter is your chance to shine! Tell us why you want to work at National Accident Helpline specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at National Accident Helpline!
How to prepare for a job interview at National Accident Helpline
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
