Helpline Team Leader - #187312

At National Accident Law, the home of National Accident Helpline, we live by our values of ‘We are curious’, ‘We are driven’, ‘We are passionate’ and ‘We are unified’ and our people do too. 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, searched for and recognised personal injury brand, we pride ourselves on being the most ethical operator in the claims sector, taking a strong stance against cold calling and cold texting, and lobbying government and the regulators to help ensure there is a strict regulatory framework to help protect consumers.

You can join us too and play your part in making a real difference to our consumers and benefiting from working for a successful market leader.

At National Accident Law, 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.

ROLE PURPOSE:

As a Helpline Team Leader, you will be responsible for leading a team of Helpline Advisors. You will be an inspiring people leader, motivating and developing your advisors to ensure the effective and efficient running of the Helpline Centre, by role modelling the Company’s values and behaviours.

As a Team Leader, you will provide guidance, instruction, direction and leadership for the purpose of achieving our departmental targets, ensuring Helpline Advisors provide excellent front-line support to make the right decisions for our customers and critically, facilitate the consumer in the first steps of their recovery journey.

PRINCIPLE ACCOUNTABILITIES:

• Responsible for all aspects of the team’s performance and well-being. Ensuring the Helpline Advisors do the right thing, at the right time, in the right way.
• To understand and explain the quantitative targets, qualitative measures, and operational impacts to performance.
• Responsible for communicating performance and vision to all levels within Customer Operations
• To be an inspiring and motivational role model
• People leadership, engagement, and development
• Quality improvement through transformative coaching
• Floor management, using a balanced approach to setting the priorities of tasks
• Proactively seeking solutions to challenges, being brave to make quick decisions to resolve

SKILLS AND EXPERIENCE:

• An inspirational leader, role model, being supportive and people-focused in your approach
• Experience 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 delivering of results
• Be a great communicator at all levels, verbal and written, with a confident approach to assigning activities
• The ability to organise and prioritise required tasks effectively, whilst working under pressure
• Confidence working with the Contact Centre metrics and used to evaluating performance against KPIs

PERSONAL ATTRIBUTES:

• Problem solver
• Competent decision maker based on the situation and or data
• Attention to detail
• Confident stakeholder management with the ability to influence and persuade
• Organised with the ability to prioritise effectively
• Capable under pressure
• Content working on own initiative
• Curious to challenge the status quo
• Unified in working together for the same goals and vision
• Driven to achieve, succeed and progress
• Passionate about our customers, our business and personal performance

WHAT WE CAN OFFER YOU:

• Monthly performance-related bonus
• 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 (including Bank Holidays) between the hours of 8am – 8pm

We achieved 81% in our 2025 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 Law 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. Our shifts are typically 8am - 4pm, 9am - 5pm, 10am -6pm and 12 - 8pm).

The role of Helpline Team Leader is based onsite at our Kettering office.