ROLE DESCRIPTION:

As a Team Leader in our quick-paced sales department, you will play a crucial role in the success of the business. You will be a strategic thinker who identifies new ways to improve customer experience whilst ensuring we are maximising opportunities and hitting daily, weekly and monthly sales targets. Communication and all-round management skills, along with the ability to inspire your team will be essential to your role. Your day will involve reviewing previous days performance to highlight top performers or underperformance and implementing appropriate action plans, reporting on KPI’s, and establishing ways to improve the results, completing line manager people related tasks, undertaking individual monthly 1:2:1s with your team, giving feedback, providing coaching/support and ensuring optimum staff coverage to handle inbound sales volumes at all times throughout the day. You will work closely with the Sales Manager and our People department to ensure we are promoting a continuous development ethos amongst your team, to ensure the standard of service delivered to our customers meets or exceeds their expectations.

KEY RESPONSIBILITIES:

• Develop and implement plans to ensure that a high quality, consistent standard of customer service is delivered in line with business objectives, budget and KPI’s
• Develop and implement plans to drive performance within your team and the department
• Be able to analyse data, trends and carry out root cause analysis
• Real time coaching, training, learning and development and performance management
• Quality checking
• Undertake individual monthly 1:2:1’s with your team members.
• Consistent day to day coaching/training/development focus with agents.
• Continually review and maintain an appropriate operational framework.
• Create training materials, based on data analysis to ensure there is continuous improvement in our customer’s journey
• Liaise and build relationships with all departments
• Identify and implement process improvements to our current sales process and Care Club sales strategy.
• Contribute to developing a recognition and reward scheme.