Helpline Advisor

NAHL Group PLC; Kettering; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Salary 26,130

Bonus program

Pension 3%

Healthcare claim

Death in service

Perks at Work

Community Day

CPD opportunities

No weekends

Job summary

National Accident Law is seeking a compassionate Helpline Advisor to support customers through their injury claims journey. You will take inbound and outbound calls, delivering empathetic service and gathering accurate information to guide the next steps.

The role focuses on listening, understanding, and advising customers while maintaining compliance and data accuracy. Training is provided, with a generous benefits package and a structure that avoids weekend work.

Qualifications

• Previous experience in a contact centre is not essential, but great customer service skills are important.
• Full training will be provided to help you succeed in your new role.
• GCSE English Grade C or equivalent is preferred.

Responsibilities

• Deliver an empathetic customer service experience for customers who have suffered an injury that wasn’t their fault.
• Take inbound and make outbound calls to support our customers through their claims journey to ensure a seamless experience.

Skills

Excellent customer service

Written communication

Verbal communication

Data capture

Compliance awareness

Keyboard skills

GCSE English C

Education

GCSE English C or equivalent

Job description

ABOUT US

Here at National Accident Law, we are all about making it right for those who have had an accident that wasn't their fault.

Home to National Accident Helpline, our Helpline Advisors are the vitally important first point of contact for our customers and so we need individuals who have a genuine desire to help by listening, understanding, and deciding the right course of action for the customer.

At National Accident Helpline, 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. We encourage applications from individuals over 50 and all other qualified candidates.

By joining us, you can expect to work in a fun, rewarding environment with a fantastic team who are committed to making a difference to people's lives.

ABOUT YOU

You're a compassionate person who is driven by helping others. Friends turn to you for advice because you listen, understand, and have a knack for offering great advice. Your empathy lets you see situations from different perspectives, and your curious nature means you ask the right questions to make informed decisions. You understand the importance of being adaptable in your approach and care deeply about resolving issues, enjoying the variety of each situation. You thrive in a vibrant, kind and supportive environment surrounded by like-minded individuals who share your values and drive to make a difference.

WHAT YOU'LL BE DOING AS HELPLINE ADVISOR

As Helpline Advisor you will be responsible for delivering an empathetic customer service experience for customers who have suffered an injury that wasn't their fault. Taking inbound and making outbound calls, you will support our customers through their claims journey to ensure a seamless customer service experience in anticipation of the formal commencement of their claim.

IDEAL SKILLS AND EXPERIENCE

Previous experience in a contact centre is not essential, but great customer service skills are important. We are keen to hear about your life experiences and value the transferable skills that these bring to the workplace. Full training will be provided to help you succeed in your new role, but if you have these skills, it's a bonus:

• Excellent customer service skills
• Strong written and verbal communication skills
• Ability to capture data accurately and summarise facts succinctly, in line with business guidelines.
• Understand the importance of compliance and the potential consequences to the business if not followed.
• Confident keyboard skills and using multiple systems interchangeably.
• Grade C at English GCSE or equivalent.

WHAT WE CAN OFFER YOU:

• Salary of £26,130
• 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 between the hours of 8am - 8pm

We are proud that each year our employees rate our business higher 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 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 a full-time role of 37.5 hours per week. (7.5 hours per day over a shift pattern of Monday - Friday 8am - 8pm). This role is based onsite in Kettering.