Development Team Lead

7 days ago

Kettering, Northamptonshire, United Kingdom National Accident Helpline Full time
Helpline Team Leader

Location: Kettering
Hours: 37.5 hours per day over a shift pattern of Monday - Friday 8am-9pm, Saturday 9am-6pm and Sunday 9:30am-5pm
Contract Type: Permanent

At National Accident Helpline, we live by our values of 'We are curious', 'We are driven', 'We are passionate' and 'We are unified'. 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 personal injury brand, we pride ourselves on being the most ethical operator in the claims sector.

Key Responsibilities

  • Oversee all aspects of the team's performance and wellbeing.
  • Understand and explain the quantitative targets, qualitative measures, and operational impacts to performance.
  • Communicate performance and vision to all levels within Customer Operations.
  • Build and manage relationships both inside and outside of the Customer Operations Teams.
  • Work with Contact Centre metrics and evaluate performance against KPIs.
  • Make decisions based on the situation and data.
  • Manage stakeholders with the ability to influence and persuade.
  • Prioritize customer satisfaction and personal performance.

What We Offer

  • Competitive salary.
  • Monthly performance-related bonus.
  • Annual leave: 25 days.
  • Pension: (3% contributory).
  • Healthcare scheme: claim up to GBP1,000 back.
  • Community Day on us: volunteer in your community for one day each year.
  • Development Opportunities: training and development opportunities.

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