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