Contact Centre Team Manager

National Accident Helpline
£20,000 - £24,000 per annum + Benefits
09 Aug 2017
06 Sep 2017
Contract Type
Full Time

Contact Centre / Call Centre Team Manager

A fantastic opportunity to join NAH at this pivotal time as Contact Centre Team Manager.

Position: Contact Centre Team Manager

Location: Kettering

Salary: £20,000 - £24,000 per annum

Benefits: 25 Days annual leave, pension, shopping discounts, health care plan and many more.

About us:

National Accident Helpline (NAH), the founding company of NAHL Group plc, was established in 1993 and has grown to an industry-leading position as an outsourced marketing services provider.

Our mission at National Accident Helpline (NAH) is to be the leading choice for people seeking support and advice in the event of personal injury. We do this by being the best in our market at assessing, and where appropriate progressing consumer enquiries.  We do this by: engaging and developing the best people; living our core values; maximising our service offering and expertise and harnessing our brand strength.

NAH is proud of its people and the talent and experience we bring to our business is critical to our success and we therefore strive to make NAH a great place to work.

About the role

National Accident Helpline (NAH) has a new and exciting opportunity for a Contact Centre Team Manager to join our evolving Contact Centre (CC) based in Kettering.

As Contact Centre Team Manager supporting a minimum of ten Customer Service Advisors (CSAs), you will be an inspiring people leader, who will manage their team by role modelling the Company’s values and behaviours to drive performance and engagement. It will be your responsibility to ensure our CSAs provide excellent front-line support to our consumers and critically, facilitate the consumer in the first steps of their recovery journey.

Key Responsibilities

You’ll be responsible for the day-to-day management of performance, in particular;

- Contact Centre performance

- People leadership and development

- Customer Service standards

- Comms and engagement

About you

You’ll need to be a great leader first and foremost and be people focused in your approach. You’ll also have experience of building and managing relationships and have a strong focus on delivery.

Working effectively as a team is key and you will be passionate about meeting targets as a unified team and delivering a great consumer journey.

In addition:

- Proven track record in managing and leading teams and inspiring performance

- Excellent communication skills

- Organised and proven track record in delivering results

- Ability to analyse and interpret information to identify trends and shape coaching and

- Decision making

- Future and improvement focussed approach, embracing and advocating change

You may have experience of the following: Call Centre Team Manager, Contact Centre Team Manager, Team Leader, Customer Service Team Leader, Contact Centre, Call Centre, Customer Services, etc

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