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- Tasks: Help customers navigate their claims journey with empathy and support.
- Company: Join National Accident Law, a leader in helping accident victims get justice.
- Benefits: Enjoy a competitive salary, bonuses, healthcare, and 25 days of annual leave.
- Why this job: Be part of a fun, supportive team making a real difference in people's lives.
- Qualifications: Great customer service skills and a passion for helping others are essential.
- Other info: No weekend work; full training provided; vibrant workplace culture.
The predicted salary is between 20000 - 30000 £ per year.
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.
WHAT YOU’LL BE DOING AS HELPLINE ADVISOR
As Helpline Advisor you will be responsible for delivering an empathetic customer service experience for customers who have suffered an injury that wasn’t their fault. Taking inbound and making outbound calls, you will support our customers through their claims journey to ensure a seamless customer service experience in anticipation of the formal commencement of their claim.
IDEAL SKILLS AND EXPERIENCE
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.
WHAT WE CAN OFFER YOU:
- Salary of £25,100
- 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
- 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 achieved 82% in our 2024 employee engagement survey, and our colleagues use words like ‘fun, down to earth, supportive and caring’ to describe our fantastic culture. We are Gold awarded Investors in People and are proud to say that National Accident Helpline 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.
Location: Kettering
Contract Type: Permanent/ Full time
Salary: £25,100
Hours: 37.5 hours per week
Customer Helpline Advisor employer: Northampton Business Directory
Contact Detail:
Northampton Business Directory Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Helpline Advisor
✨Tip Number 1
Showcase your empathy and listening skills during any interactions you have with the company. Whether it's in a networking event or an informal chat, make sure to express your genuine desire to help others, as this is a key trait they are looking for.
✨Tip Number 2
Familiarise yourself with common customer service scenarios related to helplines. Understanding how to handle various situations will not only boost your confidence but also demonstrate your proactive approach to problem-solving.
✨Tip Number 3
Engage with current employees on platforms like LinkedIn. Ask them about their experiences and what they enjoy most about working at National Accident Helpline. This can provide you with valuable insights and help you tailor your approach.
✨Tip Number 4
Prepare to discuss your life experiences that have shaped your customer service skills. They value transferable skills, so think of examples where you've successfully resolved issues or provided support to others.
We think you need these skills to ace Customer Helpline Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service skills and any relevant experience. Use specific examples that demonstrate your ability to listen, understand, and help others, as these are key traits for a Helpline Advisor.
Craft a Compelling Cover Letter: In your cover letter, express your genuine desire to help others and your empathy towards customers. Mention how your life experiences have equipped you with transferable skills that align with the role's requirements.
Showcase Communication Skills: Since strong written and verbal communication skills are essential, ensure your application is free from errors and clearly conveys your thoughts. Use concise language and structure your writing well to reflect your ability to summarise facts succinctly.
Highlight Adaptability: Demonstrate your adaptability in your application by providing examples of how you've successfully navigated different situations. This will show that you can handle the variety of cases you may encounter as a Helpline Advisor.
How to prepare for a job interview at Northampton Business Directory
✨Show Your Empathy
As a Customer Helpline Advisor, empathy is key. During the interview, share examples of how you've helped others in difficult situations. This will demonstrate your ability to connect with customers and understand their needs.
✨Communicate Clearly
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely. You might want to prepare a few scenarios where you successfully resolved issues through effective communication.
✨Demonstrate Adaptability
The ability to adapt to different situations is crucial. Be ready to discuss times when you've had to adjust your approach based on the circumstances. This shows that you can handle the variety of cases you'll encounter as a Helpline Advisor.
✨Ask Insightful Questions
Show your curiosity by preparing thoughtful questions about the role and the company. This not only demonstrates your interest but also gives you a chance to assess if the company culture aligns with your values.
