The Role:
You will be responsible for managing and leading a team of Sales Consultants where you will be required to optimise all sales opportunities presented to the Dept maximising Consultant productivity, quality and customer service.
Key Responsibilities:
• To coach and develop staff using performance management tools to successfully meet and improve upon key performance indicators and personal objectives.
• To support, coach and develop members of your team to a level of success.
• To ensure you remain up to date with procedures/processes, products, new schemes and/or scheme changes and communicate these effectively to your team.
• To support the recruitment process, acquire the most suitable calibre candidate for the role, promoting an excellent brand image.
• To produce Management Information in relation to agent activity which will help identify any coaching and development needs required to assist agents to meet their KPIs.
• To effectively communicate technical, client, customer, service and system related issues or staff related issues to your direct line manager providing recommendations for swift resolutions.
• To handle complaints in line with our complaint handling process.
• To monitor, record and effectively manage absence and time keeping issues in line with Company procedures.
• To document and deliver monthly 1:1’s ensuring objectives are recorded and monitored, coaching plans are defined, monitored and documented providing an audit trail.
• To ensure you understand our Health and Safety obligations, communicating potential Health and Safety issues to your line manager and/or the Health and Safety Officer.
• To champion our customer needs, be innovative and inspiring by identifying any areas for improvement in the customer journey and/or business process.
• To always demonstrate a confident and positive attitude towards change.
• To be an advocate of the Company’s Vision, Mission and Values.
Person Specification:
• Previous experience in managing a successful sales team
• Proven track record of engaging with, motivating, and proactively managing a sales team
• Experience of working in an FCA regulated environment
• Excellent interpersonal and communication skills (written and oral)
• Intermediate level skills using Microsoft Office product
• Experience in performance management
• Hands on approach
• Ability to read and understand data analysing team performance
• Excellent verbal reasoning skills
• Effective time management skills
• Effective problem-solving skills
• Excellent prioritising and multi-tasking skills
Experience:
• Experience in managing a successful Telesales team
• Experience of working in an FCA regulated environment
• An understanding of Travel Insurance would be advantageous
Hours:
37.5 hours per week
The Call Centre is open during the following hours:
9am – 8pm Monday to Friday
9am – 5pm Saturday
10am – 5pm Sunday
10am-4pm Bank Holidays
Shift patterns to be worked, with time off in lieu.
