Team Leader Full time permanent in Kettering

Learn more about the general tasks related to this opportunity below, as well as required skills.

Location: Kettering

Department: National Accident Law

Job Type: 37.5 hours per week, (7.5 hours per day over a shift pattern of Monday - Friday 8am - 8pm)

Contract Type: Permanent

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 the government and regulators to help ensure there is a strict regulatory framework to help protect consumers. Our business and our people have our values in common; Passionate, Curious, Driven, and Unified, and because of this, we have a culture that is kind, supportive, fun, and inclusive. 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.

THE PURPOSE OF THE ROLE

As a Claims Submission Team Leader, you will be responsible for leading a team of Submissions Handlers. You will be an inspiring people leader, motivating and developing your handlers to ensure the effective and efficient running of the Submissions Teams, 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 for claim underway, claims submission and quality. Ensuring our Submissions Handlers deliver an empathetic journey for consumers who have experienced a challenging life event. You will lead the team to deliver a high-quality experience for our consumers to deliver strong operational results for the business. This role will be based in the Kettering office.

WHAT YOU WILL BE DOING

• People leadership, inspiring and motivational role model, influencing the team to deliver results through strong engagement, performance excellence and customer service standards.
• Manage the day-to-day running of the team and floor management, using a balanced approach to setting the priorities of tasks.
• Responsible for all aspects of the team’s performance and well-being.
• Ensuring homeworkers continually feel valued and part of a team.
• Full end-to-end employee cycle.
• Be results-driven, monitor KPI performance, ensuring this is in line with the commercial needs of the business.
• To understand and explain the quantitative targets, qualitative measures, and operational impacts to performance.
• Responsible for communicating performance and vision to all levels within Customer Operations.
• Proactively develop ways to improve efficiency, quality and general performance of the team, regular reviewing of procedures and systems to identify any inefficiencies.
• Be brave to make quick decisions to resolve.
• Be an ambassador for quality, working with our coaches, ensuring quality assessment is accurate to achieve regulatory and legal requirements, as well as maximising opportunities.
• Create an environment that engages high-performing individuals to excel, whilst maintaining an environment which supports the spirit of teamwork, open and honest communication and the sharing of ideas and best practice.
• Proactively establish and nurture relationships with key stakeholders both within and outside of the Claims Submission Team to ensure that activities and performance of the team are in line with the needs of the business.

SKILLS AND EXPERIENCE REQUIRED

To be successful in this role you will need to:

• Have experience and an understanding of personal injury and the sector.
• Be a people leader able to demonstrate the ability to develop and motivate others to perform and exceed expectations.
• Work autonomously, taking high levels of ownership with a solution-focused approach.
• Have excellent written and verbal communication skills.
• Understand, analyse, and effect change utilising MI.
• Be experienced in managing change and introducing new ways of working in a team.
• Be able to work interdepartmentally, managing stakeholder relationships constructively; and Thrive and operate in a fast-paced organisation.

PERSONAL ATTRIBUTES

• 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

• A 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.

No weekend working - we are open Monday to Friday between the hours of 8am - 8pm. At National Accident Law, 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.