Helpline Team Leader: Inspire & Elevate Frontline Support in Kettering

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’. Our people work as one team, helping individuals start their recovery journey, supporting our panel of solicitor firms, and collaborating across departments to achieve results. As the most trusted personal injury brand, we pride ourselves on being ethical operators in the claims sector, taking a strong stance against cold calling and cold texting, and lobbying for a strict regulatory framework to protect consumers.

We believe that diversity drives success and 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.

ROLE PURPOSE

As a Helpline Team Leader, you will be responsible for leading a team of Helpline Advisors. You will motivate and develop your advisors to ensure the effective and efficient running of the Helpline Centre, role modelling the Company’s values and behaviours. You will provide guidance, instruction, direction, and leadership to achieve departmental targets, ensuring Helpline Advisors provide excellent front-line support to facilitate the consumer's recovery journey.

PRINCIPLE ACCOUNTABILITIES

• Responsible for all aspects of the team’s performance and well-being.
• Ensuring the Helpline Advisors do the right thing, at the right time, in the right way.
• Understanding and explaining quantitative targets, qualitative measures, and operational impacts to performance.
• Communicating performance and vision to all levels within Customer Operations.
• Being an inspiring and motivational role model.
• People leadership, engagement, and development.
• Quality improvement through transformative coaching.
• Floor management, prioritising tasks effectively.
• Proactively seeking solutions to challenges and making quick decisions to resolve issues.

SKILLS AND EXPERIENCE

• An inspirational leader, supportive and people-focused.
• Experience building and managing relationships inside and outside of Customer Operations Teams.
• Providing constructive and objective feedback, including recognition.
• Strong focus on delivering results.
• Great communicator at all levels, verbal and written.
• Ability to organise and prioritise tasks effectively under pressure.
• Confidence working with Contact Centre metrics and evaluating performance against KPIs.

PERSONAL ATTRIBUTES

• Competent decision maker based on the situation and data.
• Confident stakeholder management with the ability to influence and persuade.
• Organised with effective prioritisation skills.
• Content working on own initiative.
• Curious to challenge the status quo.
• Unified in working together for common goals and vision.
• Driven to achieve, succeed, and progress.
• Passionate about our customers, our business, and personal performance.

WHAT WE CAN OFFER YOU

• Monthly performance-related bonus.
• Healthcare scheme: claim up to £1,000 back with Simply Health.
• Death in service: cover of 3 × 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 and develop your career.
• No weekend working – we are open Monday to Friday (including Bank Holidays) between the hours of 8 am – 8 pm.

Please note this is a full-time role of 37.5 hours per week, with shifts typically from 8 am – 4 pm, 9 am – 5 pm, 10 am – 6 pm, and 12 – 8 pm. The role of Helpline Team Leader is based onsite at our Kettering office.