Sales Team Manager

**Job Title**

**Sales Team Manager**

**Salary: Circa 36K + Bonus OTE 46K**

**The Role**:
We have a fantastic opportunity for a Sales Manager or Telesales Team Leader with a proven background in supporting high performing teams, people management and coaching skills.

You will need previous experience in Contact Centre Management, with a keen understanding of Contact Centre metrics and practices with the ability to lead a diverse team.

As a Sales Team manager, you will need to demonstrate commercial awareness and have a proven track record in delivering performance against stringent KPIs and service standards with a determined focus to succeed.

You will need strong people management skills - especially in coaching and development, together with advanced numeracy and computer skills, particularly in Microsoft Office packages such as Excel and Word.

**Key Responsibilities**:

- To coach and develop staff using performance management tools to successfully meet and improve upon key performance indicators and personal objectives.
- To support, coach and develop members of your team to a level that enables the business to effectively succession plan.
- To ensure you remain up to date with procedures/processes, products, new schemes and/or scheme changes and communicate these effectively to your team.
- To produce Management Information in relation to agent activity which will help identify any coaching and development needs required to assist agents to meet their KPIs.
- To effectively communicate technical, client, customer, service and system related issues or staff related issues to your direct line manager providing recommendations for swift resolutions.
- To handle complaints in line with our complaint handling process.
- To monitor, record and effectively manage absence and time keeping issues in line with Company procedures.
- To document and deliver monthly 1:1’s ensuring objectives are recorded and monitored, coaching plans are defined, monitored and documented providing an audit trail.
- To ensure you understand our Health and Safety obligations, communicating potential Health and Safety issues to your line manager and/or the Health and Safety Officer.
- To champion our customer needs, be innovative and inspiring by identifying any areas for improvement in the customer journey and/or business process.
- To always demonstrate a confident and positive attitude towards change.
- To pay due regard to the interest of customers and treat them fairly.

**Person Specification**:

- Previous experience in managing a successful sales team
- Proven track record of engaging with, motivating, and proactively managing a sales team
- Experience of working in an FCA regulated environment
- Understanding of Travel Insurance would be advantageous
- Excellent interpersonal and communication skills (written and oral)
- Intermediate level skills using Microsoft Office product
- Experience in performance management
- Hands on approach
- Ability to read and understand data analysing team performance
- Excellent verbal reasoning skills
- Effective time management skills
- Effective problem-solving skills
- Excellent prioritising and multi-tasking skills
- Experience in managing a successful Telesales team
- Experience of working in an FCA regulated environment
- An understanding of Travel Insurance would be advantageous

**Hours**:

- 37.5 hours per week

The Call Centre is open during the following hours:
8.30am - 8pm Monday to Friday

9am - 5pm Saturday

10am - 5pm Sunday

10am-4pm Bank Holidays

**Benefits**
- 24 days Holiday + banks
- Shopping discounts
- Pension contribution
- EAP - Wellbeing programme
- Health cash plan
- Death in service x4 salary
- Performance related bonus
- Cycle to work
- Tech scheme
- Loyalty and reward scheme (vouchers 5,10 & 15 years)
- Awards ceremonies
- Christmas/Summer party