Job Summary
We are seeking a dynamic and motivated Sales and Customer Services Team Leader to spearhead our customer engagement efforts and drive sales performance. In this role, you will lead a diverse team, ensuring exceptional service delivery while achieving sales targets. Your leadership will inspire team members to excel, foster a positive work environment, and develop strategies to enhance customer satisfaction across multiple languages and markets. This is an exciting opportunity for a proactive leader passionate about customer success and sales growth.
Responsibilities
- Lead, coach and motivate a team of Sales & Customer Service Representatives to achieve individual and team sales targets.
- Monitor performance metrics, identify gaps, and implement action plans to improve conversion rates, upselling activity and overall team productivity.
- Provide regular training and side-by-side coaching to enhance product knowledge, sales techniques and customer service skills.
- Analyse sales pipelines, campaign performance and existing customer quote activity to identify opportunities for growth and process improvement.
- Oversee the team’s use of CRM systems and ensure all customer interactions, updates and policy details are recorded accurately and consistently.
- Allocate and triage inbound and outbound workflows, ensuring efficient handling of enquiries, warm leads and incomplete applications.
- Review complex queries and escalations, providing guidance on product features, coverage, pricing and eligibility where required.
- Ensure service levels and quality standards are met, balancing both sales targets and customer experience expectations.
- Work closely with management to share insights on customer needs, market trends and emerging sales opportunities across products, services and education.
- Provide feedback to internal teams (e.g., underwriting, operations, marketing) to support process improvements and enhance the customer journey.
- Contribute to the development and refinement of sales scripts, processes, training materials and campaign strategies.
- Conduct regular one-to-one meetings, performance reviews and coaching sessions with team members.
- Support onboarding and training of new hires to ensure they are fully equipped to meet performance expectations.
- Foster a positive, high-performance team culture focused on accountability, customer satisfaction and commercial success.
- Provide phone-based support when required, including handling inbound and outbound customer calls to maintain service levels, offer cover for absences, and demonstrate best-practice sales and service behaviours.
- Facilitate/complete UAT Testing for new products and product enhancements
- Complaints management for customer service/sales at point
Requirements
- Proven expertise in sales and customer service, with the ability to coach others in effective sales techniques and customer engagement.
- Demonstrated ability to understand customer needs and guide teams in delivering tailored solutions
- Exceptional written and verbal communication skills, with the ability to convey information clearly and influence both customers and internal stakeholders.
- Strong proficiency with CRM systems and sales tools, with the ability to analyse data, monitor team performance, and ensure accurate documentation.
- Excellent interpersonal and leadership skills, with the capability to foster teamwork, provide constructive feedback, and motivate staff.
- Fast learner, able to absorb new product information, tools, and processes quickly—and support team members in doing the same.
- Resilience, adaptability and strong problem-solving skills, with the ability to remain calm and solution-focused under pressure.
- Advanced objection-handling skills, and the ability to coach team members on managing challenges and converting difficult conversations into sales opportunities.
Join us as a Sales and Customer Services Team Leader where your energy, leadership, and strategic insight will shape outstanding customer experiences while driving our business forward!
Full-time hours are 35 per week/5 days per week. Working hours will be on a rota basis, with shifts scheduled between 8:00am and 8:00pm, Monday to Sunday.
Pay: £32,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
Work Location: In person
