Head of Telephony

Company Description
**We’re Together** - the **market leading property finance experts** with an entrepreneurial spirit.**

Based** **in Cheadle, South Manchester, we’ve been established since in 1974 and have built a team of over 750 colleagues who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.

We pride ourselves on our common sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.

We have very clear growth ambitions for our business, but more importantly, we’re clear on how we’re going to get there. We’re proud of our sustainability strategy which has very clear targets across our planet, our communities, our customers and our colleagues and we’re determined that together, our impact is greater.

We’re looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do - and that starts with our awesome team of people.

**Job Description**:
**The role**:
To hire, train, manage, monitor and motivate a telephone sales & service team, supporting them to achieve their service & sales KPIs ensuring that internal and external stakeholder’s expectations are met and exceeded.

To build strong relationships with both internal & external stakeholders, work closely with the Field Sales Team and the Intermediary Senior Leadership Team to support strategies and ensure effective implementation across the teams.

Contribute to the design & delivery of effective classroom sales training to new and existing telephony staff and channel staff by working with SLT to develop competency programme and beyond competency programme.

Analyse daily, weekly and monthly performance and assess training requirements, consistently re-evaluating training needs, conduct skills gap analysis and develop learning pathways to improve our sales execution

**To nurture a collaborative working culture internally, externally and interdepartmentally whilst supporting Together’s goals, purpose & vision.**

**Key Responsibilities**:

- Be responsible for establishing, achieving and continually monitoring and improving SLA’s, KPI’s within telephony sales and service team
- To maintain a broad awareness of competitor activities and the lending industry to recognise new opportunities
- To constantly strive to improve the financial intermediaries/customer experience by challenging existing processes and practices and recommending change where appropriate
- Deliver & document monthly 1-2-1’s and coaching sessions with colleagues to develop their knowledge, sales, planning and regulatory skills ensuring these are continually enhanced
- To support the Field based sales team by working collaboratively in support of one team ethos, ensuring positive customer outcomes in support of outstanding service.
- To improve the sales & service efficiency and effectiveness of the telephony by implementation of formal coaching & development plans
- Analyse Sales funnels, data, MI & KPIs, in order to identify trends and execute contact strategies and sales campaigns whilst maintaining overarching engagement plans
- Create a positive and motivatived telephony sales environment and culture by demonstrating appropriate role model behaviours and relevant telephony sales management skills
- Regularly review and articulate team performance to stakeholders, managing expectations using strong influencing skills to create effective strong working relationships
- To ensure the accurate and prompt maintenance of CRM records by the team
- Own and deliver on boarding and training programmes and processes, using relevant mediums to fit audience and content
- Produce and consistently improve learning content and materials whilst revaluating training needs, conduct skills gap analysis and develop learning pathways to improve sales execution for intermediary channel.
- Provide 121 and group performance coaching to improve key areas of improvement, guidance and development, including feedback
- Collaboration with internal teams such as L & D to illicit support in line with channel and individual training needs
- Senior leader with the channel providing knowledge on service, sales, and training
- Lead team meetings and maintain effective communication and understanding of broker and stakeholders support needs.

**Essential skills and experience**:

- Sales experience within financial services
- Able to manage and lead a team in order to achieve business objectives
- An understanding of compliance and regulatory regimes
- Exceptional relationship building & communication skills at all levels
- Strong influencing skills, objection hand