At a Glance
- Tasks: Lead a dynamic team to drive sales and enhance customer satisfaction.
- Company: Join a vibrant company focused on customer success and team growth.
- Benefits: Enjoy casual dress, pension match, employee discounts, and generous leave.
- Other info: Flexible working hours in a supportive, high-performance culture.
- Why this job: Shape outstanding customer experiences while developing your leadership skills.
- Qualifications: Proven sales and customer service experience with strong coaching abilities.
The predicted salary is between 49500 - 60500 £ per year.
Job Description
Job Summary
We are seeking a dynamic and motivated Sales and Customer Services Team Leader to spearhead our customer engagement efforts and drive sales performance.
In this role, you will lead a diverse team, ensuring exceptional service delivery while achieving sales targets.
Your leadership will inspire team members to excel, foster a positive work environment, and develop strategies to enhance customer satisfaction across multiple languages and markets.
This is an exciting opportunity for a proactive leader passionate about customer success and sales growth.
Responsibilities
- Lead, coach and motivate a team of Sales & Customer Service Representatives to achieve individual and team sales targets.
- Monitor performance metrics, identify gaps, and implement action plans to improve conversion rates, upselling activity and overall team productivity.
- Provide regular training and side-by-side coaching to enhance product knowledge, sales techniques and customer service skills.
- Analyse sales pipelines, campaign performance and existing customer quote activity to identify opportunities for growth and process improvement.
- Oversee the team’s use of CRM systems and ensure all customer interactions, updates and policy details are recorded accurately and consistently.
- Allocate and triage inbound and outbound workflows, ensuring efficient handling of enquiries, warm leads and incomplete applications.
- Review complex queries and escalations, providing guidance on product features, coverage, pricing and eligibility where required.
- Ensure service levels and quality standards are met, balancing both sales targets and customer experience expectations.
- Work closely with management to share insights on customer needs, market trends and emerging sales opportunities across products, services and education.
- Provide feedback to internal teams (e. g., underwriting, operations, marketing) to support process improvements and enhance the customer journey.
- Contribute to the development and refinement of sales scripts, processes, training materials and campaign strategies.
- Conduct regular one-to-one meetings, performance reviews and coaching sessions with team members.
- Support onboarding and training of new hires to ensure they are fully equipped to meet performance expectations.
- Foster a positive, high-performance team culture focused on accountability, customer satisfaction and commercial success.
- Provide phone-based support when required, including handling inbound and outbound customer calls to maintain service levels, offer cover for absences, and demonstrate best-practice sales and service behaviours.
- Facilitate/complete UAT Testing for new products and product enhancements
- Complaints management for customer service/sales at point
Requirements
- Proven expertise in sales and customer service, with the ability to coach others in effective sales techniques and customer engagement.
- Demonstrated ability to understand customer needs and guide teams in delivering tailored solutions
- Exceptional written and verbal communication skills, with the ability to convey information clearly and influence both customers and internal stakeholders.
- Strong proficiency with CRM systems and sales tools, with the ability to analyse data, monitor team performance, and ensure accurate documentation.
- Excellent interpersonal and leadership skills, with the capability to foster teamwork, provide constructive feedback, and motivate staff.
- Fast learner, able to absorb new product information, tools, and processes quickly—and support team members in doing the same.
- Resilience, adaptability and strong problem-solving skills, with the ability to remain calm and solution-focused under pressure.
- Advanced objection-handling skills, and the ability to coach team members on managing challenges and converting difficult conversations into sales opportunities.
Join us as a Sales and Customer Services Team Leader where your energy, leadership, and strategic insight will shape outstanding customer experiences while driving our business forward!
Full-time hours are 35 per week/5 days per week. Working hours will be on a rota basis, with shifts scheduled between 8:00am and 8:00pm, Monday to Sunday.
Benefits
- Casual dress
- Company pension match up to 5%, including a salary sacrifice scheme
- Employee discount on insurance products
- Bupa Cash Plan
- Free flu jabs
- Free, on-site parking
- 10 days paid sick leave
- 25 days annual leave, plus additional leave for tenure
- Life Insurance
- #J-18808-Ljbffr
Sales & Customer Service employer: Petcover group
Join a vibrant and supportive work culture as a Sales and Customer Services Team Leader, where your leadership will not only drive sales performance but also foster a positive environment for team growth. With benefits like a generous pension scheme, employee discounts, and ample annual leave, we prioritise your well-being and professional development. Located in a dynamic market, this role offers unique opportunities to engage with diverse customers and enhance their experience while advancing your career in a thriving company.
StudySmarter Expert Advice🤫
We think this is how you could land Sales & Customer Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Petcover group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Petcover group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sales & Customer Service
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Petcover group:Your cover letter is your chance to shine! Tell us why you want to work at Petcover group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Petcover group!
How to prepare for a job interview at Petcover group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
