Customer Helpline Advisor

Location: Kettering

Job Type: Full time, 37.5 hours per week

Contract Type: Permanent

Salary: £25,100

About Us

Here at National Accident Law, we are all about making it right for those who have had an accident that wasnt 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 peoples lives.

About You

Youre 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 Youll 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 wasnt 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, its 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 dont just take our word for it, come and find out for yourself!

• Please note this 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.

We value individuals

We enjoy generating ideas and we never stand still. You\’ll always have the right tools to do your job and create better ways of serving our customers. Nor are we wedded to set ways of working or rigid thinking: where you can spot improvements, your voice will always be heard.

We take work seriously

Most of us spend more time working in our waking lives than any other activity. That\’s why we make the effort to create an enjoyable and satisfying working environment. One that gives you every opportunity to develop professionally – in your way and at your pace.

We value innovation

We are at the cutting edge of personal injury legal services, and we seek the free-thinking minds that will drive our business forward. Investing heavily in easy-to-use new technology and customer service skills, we\’re a different breed of law firm.

We\’re going places

At National Accident Law, we work differently to handle compensation claims in a modern, imaginative and refreshingly personal way. We\’re looking for the curious minds that can shape and drive innovation in accident injury law

You may also have experience in the following: Customer Service Advisor, Customer Service Representative, Customer Service Executive, Customer Service Officer, Call Centre, Contact Centre, Call Centre Operative, Contact Centre Operative, Helpline, Helpline Advisor, etc

REF-222 780

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