Sales Team Leader

**Description**:
**About the Team**:
At Vintage Cash Cow, our Customer Engagement Centre (CEC) team is at the heart of delivering exceptional customer service. We are dedicated to creating outstanding customer journeys, supporting our mission to revolutionise the buying and selling of vintage, valuable, and unique items. With a strong focus on reCommerce, reuse, and recycling, we are driving responsible consumerism and sustainability.

**About the Role**:
As a Sales Team Leader, you will inspire, guide, and support a team of sales agents to deliver outstanding customer experiences while achieving business objectives. This is an exciting opportunity to lead, coach, and motivate a dynamic team during a transformational journey. You’ll champion operational excellence, efficiency, and change management, ensuring a seamless and impactful customer journey.

**Getting Started**
- Gain an in-depth understanding of our processes, systems, and customer engagement strategies.
- Build relationships with your team and key stakeholders, setting the stage for collaboration and success.
- Lead by example, demonstrating exceptional leadership, customer service, and problem-solving skills.

**Establishing Your Impact**
- Develop and coach your team to meet and exceed performance targets and Quality Assurance standards.
- Drive team engagement and foster a positive, supportive, and high-performing culture.
- Collaborate with internal stakeholders to optimise processes and enhance the customer journey.

**Driving Excellence**
- Consistently deliver and exceed department KPIs, SLAs, and other business objectives.
- Lead initiatives to improve operational efficiency and customer satisfaction.
- Serve as a role model, ensuring your team embraces change, innovation, and continuous improvement.

**Key Responsibilities**:

- Lead and coach a team of contact centre agents to meet performance and quality standards.
- Oversee team schedules, workstreams, and SLA compliance to ensure efficient operations.
- Handle escalated customer queries and complaints, resolving issues promptly.
- Use data to monitor and improve team performance.
- Drive team engagement, wellbeing, and a positive work culture.
- Manage recruitment, onboarding, and ongoing support for team members.
- Collaborate with stakeholders to enhance processes and customer experiences.
- Champion change initiatives to support business growth and transformation.
- Conduct regular one-to-one coaching and team meetings to support development.

**Skills, Knowledge and Expertise**:

- Proven leadership skills with at least 1 year of experience as a Team Leader or Manager in a contact centre environment.
- Strong customer service focus with the ability to inspire exceptional performance in others.
- Experience coaching, mentoring, and developing team members to reach their full potential.
- Skilled in managing escalated and complex complaints, including conflict resolution.
- Sound understanding of HR policies and procedures.
- Proficiency with technology, systems, and data-driven decision-making.
- Attention to detail with a results-oriented mindset.
- Positive attitude and ability to lead by example.
- Strong adaptability and resilience in a fast-paced environment.
- Proven ability to meet KPIs, SLAs, and team objectives.
- Collaborative team player with excellent communication and interpersonal skills.
- Proficiency in CRM systems.

**About Vintage Cash Cow**:
Since 2016, we've grown from a team of five to over 250 experts, becoming the #1 choice for selling valuables online.