Team Leader

Location:

Cardiff

Job type:

Permanent

Overview

With a passion for people and customers, the Sales Operations Team Manager needs to be a highly motivated and focused leader capable of consistently engaging, motivating and developing a team of sales agents.

The Sales Operations team in Cardiff handle a variety of calls in a lead fulfilment capacity from other areas of British Gas and Sainsbury’s Energy along with some calls driven from our website, both over the telephone and via web chat.

The Role

  • Accountable for leading and managing a sales team of c13 FTE
  • Build a culture that is based upon the wellbeing and safety of our people, driving accountability and ongoing improvements to ensure no lost time incidents occur
  • Work closely with your team, observing and coaching all agents to deliver outstanding levels of service. Important that our people achieve positive customer outcomes at every opportunity
  • Reward and recognise customer excellence, taking opportunities to celebrate success with the team
  • Fully focused on consistent delivery of Sales targets, with strong compliance performance as a given, important the team maximise each opportunity to sell
  • Drive high performance through creating and executing team performance improvement strategies and plans and delivering value through the performance review mechanisms within the performance management framework
  • Be absolutely present with the team and drive team performance through coaching, feedback, utilisation of buzz sessions, team meetings and incentives
  • Create a work environment where people can develop and succeed through quarterly development planning sessions with each team member
  • Provide clear objectives to the team that align with the wider Sales Operations vision and strategy. Drive motivation and commitment to achievement through consistent communication, coaching and 121 discussions as part of a training and competence scheme
  • Work with the team and peers to consistently administer a behavioural reward scheme, providing feedback and direction to drive individual improvements and ultimately raise standards across the site
  • Take responsibility for maintaining a high level of technical competence in order to support your team and resolve customer escalations
  • Keep abreast of company information and developments in the wider contact centre industry in order to contribute new ideas that will deliver business value
  • Work with resourcing and planning to proactively manage real time adherence to schedule and respond quickly to peaks and troughs in performance
  • Take a disciplined approach to the tracking, maintenance and administration of all policy and procedure relating to people and business processes
  • Take time to understand the end to end service experience and champion the customer across departmental boundaries to resolve issues and initiate improvement

** The Sales Manager will be eligible for Quarterly PRP along with a Monthly Incentive Scheme based upon performance Vs a balanced scorecard

The Person

  • Experience in a contact centre sales or service environment 
  • Experience of operating within a customer centric environment
  • Experience of managing a Sales team would be advantageous
  • Experience in working within a high performance environment with the necessary skills to tightly manage performance
  • Experience in leading, managing and motivating a team
  • To effectively develop and support your team
  • To demonstrate trust and respect in others
  • To influence effectively using a variety of approaches 
  • To handle conflict appropriately and assertively 
  • Recognise and celebrate team successes
  • To communicate and motivate others to achieve a common purpose
  • To develop and coach people effectively
  • To encourage others to think differently, try new ideas and develop creative solutions
  • To develop solutions that meet emerging customer needs 
  • To build your team's commitment to deliver customer excellence
  • To monitor and benchmark customer service
  • To plan and prioritise to ensure effective delivery
  • To set and communicate expectations clearly
  • To provide direction, effectively balancing challenge and support
  • To champion change and continuous learning

The Company

British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button.

To request an update on this role, or if you have any problems uploading your CV please email jay.sobers@centrica.com typing ‘Update required: Team Leader R9928219’ in the subject title.

Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com.