Job Title:
Sales & Loyalty Team Leader
Reporting to: Head of Contact Centre
Annual Leave: 36 days per annum
Salary: Basic Salary: £35,000 per annum, with On-Target Earnings (OTE) of up to £45,000 per annum.
The Role
We are looking for an engaging and commercially minded Sales & Loyalty Team Leader to lead and develop a team within our hybrid inbound sales, outbound sales and loyalty environment. This role is responsible for coaching, motivating and developing advisors to deliver exceptional customer experiences whilst maximising commercial opportunities. You will play a key role in supporting an evolving sales function, helping advisors build confidence across inbound sales, outbound engagement and customer retention activity.
This is not a traditional high-volume outbound sales environment. Instead, the focus is on quality customer interactions, consultative selling and making the most of every customer opportunity. The successful candidate will be passionate about people development, customer experience and driving performance through coaching, engagement and continuous improvement.
Key Responsibilities
- Lead, motivate and develop a team of Sales & Loyalty Advisors to achieve individual and team performance goals
- Coach advisors to confidently identify and maximise sales and retention opportunities through quality customer conversations
- Support and coordinate targeted outbound sales campaigns and follow-up activity to maximise conversion opportunities
- Help develop advisor confidence in outbound engagement and consultative selling techniques
- Drive strong customer experiences alongside commercial performance and retention outcomes
- Monitor team performance across sales, quality, customer satisfaction and productivity measures
- Analyse performance data and trends to identify opportunities for improvement and drive performance
- Identify opportunities to improve customer journeys, conversion and retention outcomes
- Conduct regular coaching sessions, feedback conversations and 1-2-1s to support development and accountability
- Support onboarding and upskilling of advisors transitioning into sales-focused activity
- Promote a positive, customer-first and commercially aware team culture
- Support the continued development and evolution of the Sales & Loyalty function
- Work collaboratively with operational support teams including Quality, Training and Operations
- Ensure all team members remain up to date on products, processes, campaigns and business updates
- Support the implementation of operational changes, campaigns and new ways of working in a positive and engaging manner Manage customer escalations and complaints in line with company policies and procedures Support workforce planning and workflow management to ensure service levels and customer expectations are achieved
- Manage team performance in line with company policies and procedures where required
- Encourage a culture of continuous improvement, accountability and collaboration
- Create an engaging and inclusive environment where advisors feel supported, motivated and empowered to develop
- This list is not exhaustive and you will be expected to carry out any duties reasonably requested by the business.
Personal Specification
Essential:
- Previous Team Leader or management experience within a contact centre environment
- Experience within sales, loyalty, retention or customer service operations
- Experience coaching and developing people to achieve performance goals
- Experience supporting outbound sales activity or targeted campaigns
- Strong communication and influencing skills
- Commercial awareness with the ability to identify customer and business opportunities
- Strong organisational and problem-solving skills
- Ability to analyse performance data and use insight to drive improvements
- Comfortable leading teams through change within evolving operational environments
- Strong relationship-building skills with the ability to positively influence others
- Resilient, adaptable and solutions focused approach
Desirable:
- Contact Centre Telephony Systems
- Experience within a hybrid inbound/outbound sales environment
- Experience supporting loyalty or retention functions
- Exposure to campaign planning or outbound lead management
- Experience coaching consultative or relationship-based sales techniques
What’s in it for you?
- Competitive salary and annual bonus
- 36 Days holiday plus additional recharge days
- Enhanced pension
- Life assurance
- Private dental and healthcare
- Free eye test and contribution to glasses
- Employee Assistance Programme
- Access to retail discounts via Perks at Work membership
- We offer enhanced maternity and paternity pay to help support employees during parental leave
- Cycle to work scheme
- Team social events (annual summer and christmas parties, amongst other socials)
Pay: £40,000.00-£45,000.00 per year
Work Location: In person
