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Helpline Team Leader
2 months ago
Job Title: Helpline Team Leader - Customer Service Manager
Job Summary:
We are seeking an experienced and inspirational Helpline Team Leader to join our team at National Accident Helpline. As a Helpline Team Leader, you will be responsible for leading a team of Helpline Advisors and ensuring the effective and efficient running of the Helpline Centre.
Key Responsibilities:
- Lead a team of Helpline Advisors and provide guidance, instruction, direction, and leadership to achieve departmental targets.
- Ensure Helpline Advisors provide excellent front-line support to customers and facilitate the consumer in the first steps of their recovery journey.
- Responsible for all aspects of the team's performance and wellbeing, ensuring they do the right thing, at the right time, in the right way.
- Communicate performance and vision to all levels within Customer Operations.
- Be an inspiring and motivational role model, people leader, and coach.
Requirements:
- An inspirational leader, role model, being supportive and people-focused in your approach.
- Experience of building and managing relationships both inside and outside of the Customer Operations Teams.
- Provide constructive and objective feedback, including recognition.
- Have a strong focus on delivery of results.
- Be a great communicator at all levels, verbal and written, with a confident approach to assigning activities.
- The ability to organize and prioritize required tasks effectively, whilst working under pressure.
- Confidence working with Contact Centre metrics and use to evaluate performance against KPIs.
What We Offer:
- 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.
About Us:
We are proud that each year our employees rate our business higher than Gallup's Exceptional Workplace Award Winners for being a great place to work. We are gold awarded Investors in People and are proud to say that National Accident Helpline is a great place to work.
