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Sales Team Leader

Jan 08, 2021

Team leader with collegues

Taking Care helps people to live happy, independent lives with our life saving services. As part of the AXA Group, Taking Care provides around the clock support to over 70,000 customers. We are looking to recruit an experienced and motivated Sales Team Leader to manage a team of 8 Sales Advisors to deliver all aspects of the telephone sales function within Taking Care.

The successful candidate will provide ongoing coaching and support to maintain excellent customer service, to meet targets and KPI’s. They will also support the Sales Manager and provide cover during absences. They will ensure that up to 50% of each week is used for call handling, as a Customer Sales Advisor.

The role will require the Team Leader to act decisively and promptly when issues arise. They will need the ability to multi task, and have good time management skills.

There may be conflicting deadlines at times, which will need to be effectively managed, as this role needs someone who is flexible and can adapt quickly to changing situations. A knowledge of performance analysis and trends will be required, as will attention to detail skills. They will need to be able to identify and provide further training/coaching needs for individual team members. Good interpersonal skills are essential.

The main responsibilities of the Sales Team Leader are to:

  • Lead their team to achieve adherence to personal and team KPIs.
  • Ensure the team receive appropriate training to fulfil their role including company induction; sales specific training; refresher training; new product awareness; and mandatory training.
  • Provide call and performance coaching to maintain Excellent quality standards (weekly and ad hoc as required).
  • Carry out individual monthly one-to-one meetings.
  • Ensure correct procedures are followed and address any inconsistencies.
  • Monitor individual and team performance (using both quantitative and qualitative measures) to ensure a high level of service is maintained.
  • Manage and maintain service level agreements and key performance indicators, with optimum quality at all times.
  • Maintain accurate document control.
  • Contribute to the Sales procedures and assist the Sales Manager with the continuous improvement of the Sales function.
  • Manage performance and attendance issues as they arise, and in accordance with company policy.
  • Investigate and resolve any complaints or queries raised from other departments. Ensure adequate measures are taken to prevent re-occurrence.
  • Effectively process and convert incoming/outgoing sales leads through all channels.


Essential Skills and Experience

  • Educated to GCSE level or equivalent, including Maths and English.
  • Minimum of one year’s supervisory experience.
  • Have previously worked in a call centre environment.
  • Experience of setting KPI’s/targets.
  • Telephone Sales experience.
  • Demonstrable experience of excellent sales conversions
  • Knowledge of Microsoft Office to intermediate level, and also a high level of computer literacy.
  • Able to demonstrate previous excellent customer service and focus.


Desirable Skills and Experience

  • NVQ Team Leadership/Management.
  • Call quality assessments.
  • Working with the older generation.
  • Awareness of medical terms/conditions.
  • Have previously used a CRM database.

The role will be subject to a standard DBS check.


Salary: £27,540 per annum. Plus opportunity to earn a bonus of up to £2400 per annum.

Hours: Staggered Rota    Mon-Fri 8am-6pm and 9am – 5pm on Saturday (35 hours per week).

Location: Our modern offices in Aperture at Pynes Hill, Rydon Lane, Exeter EX2 5SP with free parking.

All our offices are Covid19 secure.

The interview process will be in two stages – the first will be a telephone/Microsoft Teams interview, followed by a face to face or Microsoft Teams interview.

Please only apply via Indeed.