Tenants Sales & Retention Team Leader

Tenants Sales & Retention Team Leader   Job purpose: Ensuring that the team achieves the targets and objectives, quality and service standards of the organisation, through coaching, support and motivation.   Key Responsibilities: To mentor and support the team to deliver improved sales, retention, and operational efficiency. To manage the team to deliver high activity and call rates and deliver outstanding customer outcomes. Review all lead and customer inception channels to ensure all are being actively managed and worked by the team, and agreed SLA’s and penetration rates are achieved or exceeded. Motivate, coach, and assist team members to meet minimum performance expectations set by the business. To help drive a customer at the heart of everything we do culture through the team. To help effectively analyse processes and suggest and implement further improvements within the insurance functions. Drive change – look at all options of training delivery and drive forward the most effective way of engaging team members. Support the team to achieve 90% or higher on all quality assessments. To build and implement coaching support plans tailored to all sales abilities and opportunity. Organise and chair meetings with the team to give feedback and provide coaching to develop their ability to motivate and lead their teams effectively. To attend other meetings as are considered necessary.   Organise Professional Development meetings with team members and support team members to achieve business expectations. Provide and compile information as required for management reporting. Assist team members to pro-actively resolve more complicated telephone calls and deal with complaints in a professional manner. Escalate or pass complaints as appropriate following the Company’s complaints procedure.   Conduct Rules and Fitness & Propriety All PIB employees are expected to conduct themselves with integrity and professionalism, placing the customer at the centre of all we do and is central to our culture. You must adhere at all times to the FCA’s Conduct Rules set out below.   Individual Conduct Rules: You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct.   Compliance with the FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews.   Fitness & Propriety You will be assessed on a regular basis in line with PIB’s requirements to ensure that you: Maintain your ‘fitness’ at an appropriate level to undertake the function you perform in a sound and prudent manner at all times-this relates to your experience, knowledge, skills and professional qualifications(where appropriate) and associated CPD. Maintain your ‘propriety’ at all times-this relates to good repute, honesty, integrity and financial soundness. This includes advising the firm of any changes in circumstances and conflicts of interest that could materially affect your fitness or propriety. Have undertaken or are undertaking all relevant training.   Compliance of Fitness & Propriety will be evidenced through PIB’s annual checks on Fitness & Propriety (e.g. financial soundness), through annual performance reviews and through completion of your Fitness & Propriety Declaration.   Person specification   Qualifications • Good GCSE grades or equivalent qualification in English and Maths • Educated to a higher level   Experience and knowledge • Call Centre Team leader Experience • 2 years’ experience within a sales environment • Experience of leading an outbound telephony sales team   Skills • Collaborative Working- Encourages Co-Operative Working • Communicating Clearly- Promotes Two-Way Communication • Leading & Developing- Enables the Performance of Others • Thinking Customer- Strives to Deliver Excellence • Commercial Mind-set- Identifies opportunities to reduce costs • Analysing & Initiating- Applies Analytical Rigour • Adapting & Responding- Adapts to Change • Taking Ownership- Seeks New Opportunities • Creating & Innovating- Encourages Innovation • Planning & Prioritising-Plans and Monitors Deliverables • Excellent IT skills using all Microsoft applications   REF-(Apply online only)