Sales Team Lead (Phone)

LOCATION: Enfield Head Office

HOURS: Full-time, Monday to Friday, 8:30am – 5:00pm (office-based, no hybrid working)

REPORTING TO: CEO

SALARY: £32,000 per annum + performance-related incentives

CONTRACT: Permanent, full-time

About the role

Bridgman is a third-generation British furniture brand, and we're looking for a commercially driven Sales Team Lead to take ownership of our phone sales function at our Enfield Head Office. This is a hands-on, player-manager role. You won't simply manage the team from the sidelines, you'll be actively selling, speaking to customers and converting opportunities yourself while leading the wider team to deliver against ambitious sales targets. You'll act as the team's Product Expert, setting the standard for how we communicate with customers, qualify opportunities, follow up leads and close sales. You'll coach and motivate the team, monitor performance closely and ensure every genuine sales opportunity is followed through. The role requires someone who enjoys being accountable for results and is comfortable challenging performance when required. You'll need to bring energy, structure and commercial focus to the function every day. This is a fully office-based role, five days a week. There is no hybrid or remote working available for this position.

Leadership Responsibilities

• Take ownership of the day-to-day performance of the phone sales function and delivery of weekly, monthly and annual targets.
• Manage inbound and outbound activity, ensuring missed calls, enquiries, quotes and sales opportunities are followed up promptly.
• Monitor team and individual performance, setting clear expectations and providing coaching, feedback and support where required.
• Manage the phone dashboard and provide clear weekly performance reporting to management.
• Act as the team’s Product Expert, maintaining strong knowledge of Bridgman’s products, services and key selling points.
• Drive consistent use of the CRM, sales processes and follow-up procedures.
• Identify opportunities to improve conversion, average order value and overall sales performance.
• Build a proactive, accountable and customer-focused sales culture.
• Work closely with Sales, Customer Experience, Operations and Marketing to maximise opportunities and resolve customer issues.

Sales & Day-to-Day Responsibilities

• Handle a high volume of inbound and outbound customer calls, proactively following up warm leads, enquiries, quotes and previous customers.
• Effectively qualify customers to understand their requirements, budget and buying intentions, identifying the best sales opportunities.
• Follow the Bridgman sales process from initial enquiry through to order completion, confidently guiding customers through their buying journey.
• Provide expert advice on products, specifications, configurations, pricing, availability, delivery and associated services.
• Build strong customer relationships and consistently follow up opportunities to maximise conversion and sales.
• Process customer orders and payments accurately and securely.
• Maintain accurate CRM records and manage your own sales pipeline, ensuring clear next actions are scheduled and completed.
• Communicate confidently with customers across telephone, email, WhatsApp, video calls and showroom appointments.
• Monitor customer orders and work closely with internal teams to resolve any issues and maintain a high standard of customer service.
• Maintain excellent knowledge of Bridgman’s products, promotions and services, alongside relevant competitor and market activity.
• Provide accurate daily and weekly reporting on sales activity, pipeline and performance.

Performance & Accountability

• Success in this role will be measured against a combination of individual and team performance, including areas such as:
• Sales revenue against target
• Individual and team conversion
• Call activity and productivity
• Outbound sales activity
• Speed and quality of lead follow-up
• Quote and opportunity conversion
• Average order value
• CRM accuracy and pipeline management
• Customer experience and service standards

What We're Looking For

We’re looking for a commercial, confident and driven sales professional who is comfortable leading from the front. You’ll have a strong sales track record, ideally within furniture, interiors, retail, luxury or direct-to-consumer sales, alongside experience leading and motivating others. You’ll be equally comfortable picking up the phone and closing business yourself as you are coaching the team, setting expectations and driving performance. Proactive, organised and target-driven, you’ll have strong communication, CRM and commercial skills and thrive in a busy sales environment. Above all, we want someone who takes ownership, leads by example and is genuinely accountable for driving both individual and team results.