Call Centre Technical Coach
- Location:
- Kettering jobs
,
Northamptonshire jobs
- Salary:
- unspecified
- Company:
- National Accident Helpline
- Job type:
- Permanent jobs
- Date posted:
- 22/11/2009 09:00
- Job id:
- 45770157
- Contact:
- Kathie Kinton
- Ref:
- Totaljobs
National Accident Helpline are looking to recruit a Call Centre Technical Coach
The objective of the role is to ensure that technical and legal knowledge in the Call Centre is adequate, current and correctly applied in order to maximise lead conversion rates in support of NAH’s core business process.
Key responsibilities will include ‘owning’ and developing enquiry criteria, with direction being provided by the Legal Director.This will involve being proactive in identifying and recommending changes to call centre criteria.As part of this process the Technical Coach will be responsible for managing knowledge within the call centre ensuring that it up to date with current law and thinking within the sector to enable maximum lead conversion
The Technical Coach will have some responsibility for the delivery of technical training and one-to-one coaching, in conjunction with Team Managers.
It is essential that applicants are legally qualified and have worked as a fee earner or paralegal and have gained a broad range of personal injury experience.Preferably this experience should be claimant based but applicants with defendant experience will also be considered.Experience of change or project management is desirable although not essential as full training can be provided.Successful candidates will also have excellent planning and prioritisation skills and also possess IT, numeracy and literacy skills.
This is a full time role, working on a rota covering all call centre opening hours.Weekend working is required.
