Inbound Sales Supervisor

7 months ago

Chelmsford, United Kingdom Giant Group Full time

At **Giant Group **we have an exciting opportunity for an **Inbound Sales Supervisor **to join our growing team.
- Location: Chelmsford
- Essex
- Salary: £28,000 to £30,000 plus uncapped commission
- Hours: 37 hours per week, Monday to Friday within the UK service hours
- Tenure: Permanent

**About us**

Incorporated In 1992, Giant Group is a workforce management solutions provider, dedicated to transforming the way businesses manage their global contingent workforce.

We’re proud to offer a scalable end-to-end solution, including vendor management, screening, timesheet, bill and pay as well as a range of global employment options. Our proprietary software combined with our award-winning support services is what sets us apart and everything we do has a focus on the client experience.

We have a proven track record of enhancing operational efficiency and reducing costs for our clients, whilst helping them avoid risk and remain compliant.

**About the role**

As the **Inbound Sales Superviso**r, you will supervise and coordinate the activities of the Welcome Team and act as a liaison between management and the team, leading the team to successfully hit its targets, correcting any problem that arises and motivating the Welcome Team with a hands-on approach.

**Your ultimate objective **is supporting and managing performance against KPIs and liaising directly with our employees and our team successfully to improve on customer issues, complaints, and enquiries, whilst maintaining and providing customer satisfaction at the core of every decision and behavior.

Key responsibilities of the role include but are not limited to;
- Supervise and coordinate all team activities (inbound/outbound/correspondence) daily to ensure that excellent customer service is delivered at all times and agreed targets achieved whilst meeting agreed service levels, with a first contact resolution approach.
- Communicate real time performance to the team so they are aware of inbound calls, calls waiting, abandonment rate, etc.
- Own and complete the quality assurance process, including call and correspondence monitoring, ensuring requirements met for individual advisors, and results published on a monthly basis.
- Supporting the Welcome Team Manager by preparing, collating, and producing data/packs required for team scorecards and MI for monthly and ad hoc business reviews, forwarding them to the relevant data owner for commentary and validation before issuing to agreed recipients.
- Provide coaching, support and development to all team members through positive communication and feedback to maximise individual performance, quality, and productivity, and identify any formal training needs.
- Ensure that all new team members are fully supported through their induction period and beyond to develop into fully productive team members as well as developing and delivering training to existing staff.
- Assist in resolving escalated queries and complaints such as quality or customer problems that might be escalated to the team supervisor for handling by following agreed processes.
- Assist in the formulation of targets/objectives for individual and teams, and prepare performance data against those key metrics as well as overall team performance such live target achievement, conversion, upselling, call abandonment, calls waiting etc.

**About you**

Ideally you would have at least 2 years’ experience in a sales or onboarding role and be able to demonstrate experience of building great relationships and networking, commitment to customer service and the ability to hit and exceed sales targets.

You must be able to manage your own workload and work with limited direction or supervision, have great enthusiasm and attitude for the role, a high level of resilience and strong written and verbal communication and emotional intelligence. You will need to help team members have a clear understanding of what they will need to do differently and overcome resistance. In addition to this, you will show the ability to communicate clearly in writing and orally with interpersonal skills and to deal with a diverse range of people.
- Must be able to travel and work in our Chelmsford office 5 days a week.
- Proficient in Microsoft office, phone and message-based customer service and live chat is preferred.
- Understanding and striving to achieve the Giant people values is essential.

**Career path**

Your career path at **Giant **will be consistent with how well you are carrying out your current role including reference to whether you have met or exceeded your objectives and importantly how you demonstrate the **Giant **people values.

Understanding your aspirations ultimately helps us to guide your individual career path whether it is in your current role or in a different role that your skills and knowledge can be developed.

In this role your career pathway is to progress to a Welcome Team Leader and the opportunity for fast-track development to becoming a W

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