Sales & Retention Team Leader

7 months ago

Manchester, United Kingdom SimpliSafe Ltd Full time

**Job Title: Sales & Retention Team Leader**
**Reports to: Head of Contact Centre**
**Salary**:£31k + competitive bonus + Company Benefits

**About SimpliSafe**:
SimpliSafe is an industry-leading home security company that understands the importance of protecting the life you’ve built. From advanced cameras and doorbells to entry and motion sensors, SimpliSafe also provides best-in-class professional monitoring that will watch over your home even when you can’t.

Already protecting over 4 million people across the US and UK, SimpliSafe continues its mission to make “every home secure”. Since launching in the UK in 2019,
SimpliSafe has already received awards and numerous accolades from leading publications, as well as an excellent rating on Trustpilot and a customer NPS in excess of 72.

**Why SimpliSafe**:
There’s nothing more important than keeping your family and home safe, and there’s nothing more fulfilling than knowing you’re helping people every day and providing them with extra peace of mind.

With a no-ego culture, we encourage teams to collaborate and innovate and with those seeking their next challenge, SimpliSafe can offer big opportunities. We don’t just want you to work here. We want you to grow and thrive here.

**The Role**:
To manage a team of Call Centre Representatives on Sales and Loyalty (Retention).
Working with efficiency and enthusiasm to ensure the team is converting opportunities to acquisitions or saves against targets whilst maintaining KPIs. Role covers both inbound and outbound workflows.

**Why are we hiring?**

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we relentlessly pursue our goal of ensuring everyone feels safe in their own home.

**What You’ll Do**
- Set Team targets that align with SimpliSafe’s plans to deliver on Teammetrics.
- Achieve and monitor the progress of KPI’s on a daily / weekly/ monthly basis
- Organisation and tracking of all potential Leads
- Resolution and removal of barriers to support target achievement.
- Monitor employee productivity and quality and provide constructive feedback and coaching
- Prepare and submit performance reports
- Organise and implement sales/retention incentives alongside Marketing

Programme.
- Take escalated customer calls from Lead Advisors as required, to ensure and maintain customer relations.
- Uphold standards and expectations through SimpliSafe processes.
- Ensure good communication and messaging between higher management, different departments and Call Centre.
- Manage any employee relations issues in line with the policies set out by the business
- Coach and develop the team to ensure they perform at a high level, ensuring colleagues maintain appropriate knowledge of the business products.
- Create an internal high performance culture.
- With the support of the Senior Leadership Team and Quality Lead, address any training and development needs and ensure teams have a personal development plan.
- Hold team briefing sessions / workshops to update the team on best practice.
- Completion of regular performance reviews, 121s and support goal setting

**What You’ll Need**
- Essential: At least 2 years experience in a similar role.
- Essential: An understanding of Sales and Retention Process within a Call

Centre environment.
- Essential: Experience in employee relations, recruitment, teammanagement, performance management, L&D and quality.
- Must have a strong attention to detail and be able to work efficiently and proactively with mínimal supervision.
- The ability to multitask and prioritise workflows effectively
- Must be an excellent communicator.
- Strong analytical skills will be beneficial

**What Values You’ll Share**:

- Customer Obsessed - We understand our customers and aim to build long term relationships and trust.
- Aim High - We are always challenging ourselves and others to grow and improve.
- No Ego - We drive to succeed as a team and learn from our mistakes.
- One Team - We collaborate and win as a team.
- Lift As We Climb - We invest in developing others and ourselves.
- Lean & Nimble - We test, learn and improve.

**What’s in it for you?**

Working at Simplisafe, you’ll have access to:

- Competitive salary and annual bonus
- 28 days holiday + bank holidays
- Enhanced pension
- Life assurance
- Private dental and healthcare
- Free eye test and contribution to glasses
- Employee Assistance Programme
- SimpliWell - Wellbeing contribution (e.g. gym, spa day, athleisure etc.)
- Cycle to work scheme
- Team social events (annual summer and christmas parties, amongst other socials)
- Freebies, Perks at Work membership, monthly pay day breakfast, monthly lunch, weekly snacks etc.

Pay: £31,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Free flu jabs
- Private dental insurance
- Private medical insurance
- Transport links
- Work from home

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