Sales Team Leader/ Financial Services (Contact Centre)
Sales Team Leader/ Financial Services (Contact Centre)
Cardiff
You will be responsible for managing and leading a team of Sales Consultants where you will be required to optimise all sales opportunities presented, quality and customer service. Our client has won a host of awards over their 20-year history and boasting a 'Excellent' rating on Trustpilot
They are looking for someone to coach and develop staff using performance management tools to successfully meet and improve upon key performance indicators. And set call handling targets and ensure targets are met and that agents always deliver an exceptional level of customer service.
Hours: 37.5 (between the hours of 9:00am and 8:00pm on a rolling rota shift pattern, to include some evenings, weekends, and bank holidays)
Key Duties
- 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 support the recruitment process, acquire the most suitable calibre candidate for role, promoting an excellent brand image.
- 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.
Experience:
- Experience in managing a successful Telesales team
- Experience of working in an FCA regulated environment
- An understanding of Travel Insurance would be advantageous
Benefits:
- Company paid medical treatment through a Health Cash Plan (including dental treatment, glasses, prescriptions, private consultations etc)
- Pension
- Holiday buy scheme
- Life assurance (4x Salary)
- Discounted cinema tickets
- Shopping discounts for 1000s of high street retailers
- Length of service awards
Job Types: Full-time, Permanent
Salary: Up to GBP34,000.00 per year