Pall Mall
Contact Centre Team Leader
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Salary: From £30,000 per annum + commission. OTE of £36k
Work life balance - Hybrid (once probation passed)
No experience in the Healthcare industry? No problem! Full training is provided to help you become an expert in our services and procedures
Location: Peter House, Oxford St, Manchester M1 5AN
Hours:
- Full time = 37.5 hours per week
- 5 from 7 x 7.5 hour shifts between Monday to Sunday (8am-8pm)
- 4 weekend days per month (minimum 1 weekend off per month)
About the Role
We’re looking for an ambitious, motivated and people-focused Team Performance Manager to join our growing Sales & Patient Operations team at Pall Mall Medical.
This is a hands-on leadership role for someone who genuinely enjoys getting the best out of people. You’ll be responsible for leading a team of customer-facing colleagues, driving sales performance, coaching individuals, maintaining high standards and making sure every patient receives an exceptional experience.
You won’t be sitting on the sidelines, we’re looking for someone who is comfortable getting involved, listening to calls, coaching in real time, reviewing performance and having the conversations needed to help people improve.
You’ll work closely with the wider management team to deliver our commercial and customer experience targets, whilst helping to build a positive, accountable and high-performing culture.
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Duties
- Lead, motivate and develop a team of Sales/Patient Concierge Specialists.
- Take ownership of team performance against agreed sales, conversion, activity and customer service KPIs.
- Hold regular 1:1s, performance conversations and call coaching sessions.
- Listen to calls and provide structured, meaningful feedback and coaching.
- Identify individual strengths and development areas and create clear action plans.
- Set the tone for the team each day through strong communication, focus and accountability.
- Monitor daily performance and take action where results or behaviours are below expectation.
- Support onboarding, training and ongoing development of team members.
- Ensure team members follow agreed processes, systems and minimum standards.
- Work closely with other Team Leaders and Team Performance Managers to share best practice and improve performance.
- Support the management team with recruitment, induction and team development where required.
- Identify opportunities to improve processes, customer journeys and sales performance.
- Deal confidently with escalations, complaints and challenging customer situations.
- Produce and communicate regular performance updates to management.
- Lead by example and demonstrate the behaviours and standards expected from the team.
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What we’re looking for
We’re looking for someone who is naturally driven, commercially minded and genuinely enjoys leading people.
You’ll ideally have:
- Previous experience in a Team Leader, Sales Manager or similar leadership role within a sales, contact centre, customer service or commercial environment.
- A proven track record of delivering against KPIs and targets.
- Experience coaching people to improve their performance.
- Confidence having honest and constructive performance conversations.
- Excellent communication and interpersonal skills.
- A strong understanding of sales and conversion principles.
- The ability to analyse performance data and turn it into practical actions.
- Excellent organisation and time-management skills.
- A proactive approach — you see something that needs improving and take ownership of it.
- The confidence to challenge appropriately and hold people accountable.
- A positive, resilient and solutions-focused attitude.
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