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Telesales Team Leader

4 months ago

Stephenson Industrial Estate, United Kingdom LWC Drinks Full time

LWC Drinks Ltd provides licensed establishments with all of their bar and sundry supplies. LWC Drinks are more than just a distributor and at 24th place in the Sunday Times PWC Profit Track 100, they have become the fastest growing privately owned drinkscompany in Britain. Their aim is to provide the best customer service in the industry, as well as an impressive and extensive portfolio of products. Currently LWC Drinks employ over 1200 people and they have 15 depots across the UK as well as a Support Centreand Hub distribution centre based in Chadderton, Manchester.
Job Title: Telesales/Customer Service Team Leader
Reports To: Office Manager
Key Responsibilities and Objectives of the Job:

- You will have daily management of the team ensuring excellent service levels, maintaining Company standards, targets and KPI’s.
- Ensuring the smooth running of the Telesales team working closely with Distribution Team, Account Managers and other internal team members.
- Ensuring that the high volume of incoming calls which include customer complaints, queries, orders etc, contacting potential customers, order processing and arranging deliveries and handled in a timely and professional manner
- Holding regular one to one’s outlining targets, objectives and identifying areas of improvement.
- Focus the team on delivery and sales performance, identifying and improving through coaching areas of development
- Display role model behaviours when dealing with customer requirements
- Organising monthly Telesales drives with suppliers
- Produce weekly and monthly reports / updates, analyse and make improvements.
- To promote the sale of LWC Drinks own brand products.
- Stay focused under pressure whilst working effectively during busy periods
Key Skills:

- Excellent communication skills and be able to handle complaints effectively to a resolution.
- Minimum of 12 months Inbound Telesales and Customer Service experience
- Experience in a coaching position and previous experience of managing a team.
- Exceptional people management skills.
- Excellent problem solving and analytical skills.
- Proficient in computer systems.
- Be able to work calmly under pressure and be able to prioritise workload.