Sales and Service Team Leader Role

The Recruitment Bar

Manage the sales and service team(s) to achieve agreed measures of success, both qualitative and quantitative
Regularly review telephony system so call answering times meet agreed objectives
Oversee and ensure systems are fit for purpose
Ensure sales and service staff always embody the brand guidelines
Reporting – accurate , timely manner
Liaise within wider L&G and be first port of call for the sales and service call centre

Lead the sales and service team members to maximise sales opportunities and deliver excellent customer service.
Ensure all team members are well trained and knowledgeable on all company products.
Investigate, answer and respond appropriately to customer inquiries, needs and requirements.
Investigate, resolve and troubleshoot sales and services complaints, working with the Complaints Handler, taking appropriate action within agreed timescales. Where appropriate these situations may require senior agreement.
Ensure team maintain accurate records of discussions and correspondence on the appropriate internal insurance and CRM systems, working to agreed accuracy levels.
Assist in the preparation and analysis of QA.
Regularly review competitor products and services analysis. Create regular reports.
Ensure team are trained and competent in handling all call types, working to CTQ (critical to quality) standards.
Carry out staff recruitment, regular appraisals and quality assessments.
Daily monitoring of call volumes, taking appropriate action to manage call flow.
Ensure daily, weekly, monthly reporting summaries are accurate and on time.
Ensure compliance of corporate policies, procedures and standards. Review and, where necessary, revise policies.
Keeping ahead of developments in customer service and sales performance.
Keeping ahead of technological developments in the marketplace.
01536 711340

First Posted: Wed26/09/2018
Sales and Service Team Leader Role