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Training and Quality Manager
3 months ago
Employment Type:
Permanent/ Full-time
5 hours per day across a shift schedule of Monday - Friday 8am-9pm, Saturday 9am-6pm, and Sunday 9:30am-5pm.
At National Accident Law, the leading name in personal injury claims, we embody our core values of 'Curiosity', 'Drive', 'Passion', and 'Unity'. Our team members reflect these values in their daily work.
Whether assisting individuals in their recovery journey, collaborating with our network of solicitors, or working cross-departmentally to achieve collective goals, our workforce operates as a cohesive unit.
As a highly regarded and recognized brand in personal injury law, we take pride in our ethical approach to claims management, advocating against unsolicited communications and actively engaging with regulatory bodies to ensure consumer protection.
In this role, you will oversee all facets of team performance and well-being, ensuring clarity around quantitative objectives, qualitative assessments, and their operational implications.
- Communicate performance metrics and vision effectively across all levels within Customer Operations.
- Drive quality enhancement through innovative coaching techniques.
- Manage the operational floor with a balanced focus on task prioritization.
- Build and nurture relationships both internally and externally within Customer Operations.
- Confidently analyze Contact Centre metrics to assess performance against established KPIs.
Demonstrate sound decision-making skills based on situational analysis and data insights.
- Exhibit strong stakeholder management capabilities with the ability to influence and persuade.
- Work independently with initiative and confidence.
- Show a genuine passion for our clients, our organization, and personal growth.
- We are at the forefront of personal injury legal services, seeking innovative thinkers to propel our business forward. We invest significantly in user-friendly technology and customer service excellence, distinguishing ourselves in the legal sector.
At National Accident Law, we approach compensation claims with a modern, creative, and personalized methodology.
In addition to a competitive salary, we provide 25 days of annual leave, a contributory pension scheme, and a healthcare plan with Simply Health.
Potential job titles include Supervisor, Team Manager, Group Leader, Team Coordinator, Lead Associate, Section Leader, Team Supervisor, Shift Leader, Unit Leader, Crew Leader, Project Leader, etc.
