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Sales Team Manager

  • Location: Romford
  • Salary: Circa £36,000 + Bonus OTE £46,000 per year
  • Job Type:Permanent

Posted 17 days ago

  • Sector: Front-Line Talent
  • Contact: Lucy Waddock
  • Expiry Date: 09 February 2023
  • Job Ref: LW/19663

Job Title Sales Team Manager

Salary: Circa 36K + Bonus OTE 46K

The Role:

We have a fantastic opportunity for a Sales Manager or Telesales Team Leader with a proven background in supporting high performing teams, people management and coaching skills.

You will need previous experience in Contact Centre Management, with a keen understanding of Contact Centre metrics and practices with the ability to lead a diverse team.

As a Sales Team manager, you will need to demonstrate commercial awareness and have a proven track record in delivering performance against stringent KPIs and service standards with a determined focus to succeed.

You will need strong people management skills - especially in coaching and development, together with advanced numeracy and computer skills, particularly in Microsoft Office packages such as Excel and Word.

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 that enables the business to effectively succession plan.

• 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 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 pay due regard to the interest of customers and treat them fairly.

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

• Understanding of Travel Insurance would be advantageous

• 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 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:

8.30am – 8pm Monday to Friday

9am – 5pm Saturday

10am – 5pm Sunday

10am-4pm Bank Holidays

Benefits:

• 24 days Holiday + banks

• Shopping discounts

• Pension contribution

• EAP – Wellbeing programme

• Health cash plan

• Death in service x4 salary

• Performance related bonus

• Cycle to work

• Tech scheme

• Loyalty and reward scheme (vouchers 5,10 & 15 years)

• Awards ceremonies

• Christmas/Summer party