Senior Sales Operations Coordinator

You will be providing operational support to the Sales team in dealing with all new and existing agents across all the Barbon agents to retain and grow the customer base. To represent Let Alliance and HomeLet as the leader of lettings and to ensure all customers feel valued by the team consistently delivering a high level of service to agreed service levels. Supports the Sales Operations Team Leader in driving and the developing the team to complete all required sales activity. Provide support to Key agent groups and the GAM agent segment by owning and completing phone, training, and email activities. Providing initial support to telephone/online new agent enquires and follows the new agent on boarding process by following the third-party engagement process for all new agents ensuring a smooth transition into the Barbon group in accordance with FCA requirements and internal policies and procedures.

Responsibilities

Oversee the day-to-day team operation and delivery of performance across the Sales Operational support team, ensuring the smooth running of the team in the absence of the Team Leader.
Manage incoming enquiries via both telephone and email channels for new and existing agents.
Manage and own all incoming enquiries via both telephone and email channels for all existing Key and GAM agents across the group.
Take responsibility for customer contact strategy, retention, engagement and loyalty within the Key and GAM agent segments across the group.
Provide information & training on none and FCA regulated insurance products in a non-advised manner to enable customers to reach informed decisions to purchase.
Manage the retention and monitoring of agent retention across the sales team by completing all required retention activity ensuring customer losses are kept to a minimum and identified agents at risk are escalated accordingly.
Process agent pricing deals via the Salesforce system - Ensuring full audit trial is shown.
Ensure agent monitoring inbox is checked and responded to in accordance with SLA.
Perform required due diligence for all Barbon agents, both at the initial set up and on an ongoing basis, within the guidelines specified by policy and regulation, ensuring that service levels are adhered to.
To report immediately all risks identified within the team, all incidents/breaches/loss events and near miss reports of which they become aware and any significant issues of irreconcilable dispute with the line management.
Operate compliantly with relevant FCA regulations and procedures.
Take ownership of Complaints - investigating and resolving queries and issues raised whilst driving change.
Provide accurate and effective records of customer interaction demonstrating a clear and consistent approach whilst supporting a robust audit trail and updating of the Salesforce CRM system.
To demonstrate detailed knowledge of current market conditions and competitors in the lettings industry to support business strategies.

Experience

We are looking for someone with proven sales experience (Minimum 2 years) ideally from lettings or an insurance industry. Has experience in working with internal and external stakeholders to achieve targets and required outcomes. Experience of working in a regulated environment. Competent in using all office systems (Outlook/PowerPoint/Excel/Word). Has excellent communication skills who will put our customer first and strives to deliver excellence. Can make effective decisions, taking ownership, and accepts responsibility.

Someone who is committed to task completion and seek improvement.

Further information
As well as a competitive salary we offer the following benefits -

Competitive holiday allowance with the annual option to buy additional days
Death in Service benefit of x4 salary
Company pension scheme
Very generous maternity and paternity leave packages
A flexible benefits package which allows you to add additional benefits to your overall package
Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
Referral schemes
Discounted rates on PIB products
We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
If supporting the local community, engaging with charities and having the opportunity to give something back interests you, you have the opportunity to take an extra day to support this with a Volunteering Day.
We also offer a wide range of discounts including a kids pass - giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB s carbon footprint.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.

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