Job Summary

We are seeking a dynamic and motivated Sales and Customer Services Team Leader to spearhead our customer engagement efforts and drive sales performance. In this role, you will lead a diverse team, ensuring exceptional service delivery while achieving sales targets. Your leadership will inspire team members to excel, foster a positive work environment, and develop strategies to enhance customer satisfaction across multiple languages and markets. This is an exciting opportunity for a proactive leader passionate about customer success and sales growth.

Responsibilities

• Lead, coach and motivate a team of Sales & Customer Service Representatives to achieve individual and team sales targets.
• Monitor performance metrics, identify gaps, and implement action plans to improve conversion rates, upselling activity, and overall team productivity.
• Provide regular training and side-by-side coaching to enhance product knowledge, sales techniques, and customer service skills.
• Analyse sales pipelines, campaign performance, and existing customer quote activity to identify opportunities for growth and process improvement.
• Oversee the team’s use of CRM systems and ensure all customer interactions, updates, and policy details are recorded accurately and consistently.
• Allocate and triage inbound and outbound workflows, ensuring efficient handling of enquiries, warm leads, and incomplete applications.
• Review complex queries and escalations, providing guidance on product features, coverage, pricing, and eligibility where required.
• Ensure service levels and quality standards are met, balancing both sales targets and customer experience expectations.
• Work closely with management to share insights on customer needs, market trends, and emerging sales opportunities across products, services, and education.
• Provide feedback to internal teams (e.g., underwriting, operations, marketing) to support process improvements and enhance the customer journey.
• Contribute to the development and refinement of sales scripts, processes, training materials, and campaign strategies.
• Conduct regular one-to-one meetings, performance reviews, and coaching sessions with team members.
• Support onboarding and training of new hires to ensure they are fully equipped to meet performance expectations.
• Foster a positive, high-performance team culture focused on accountability, customer satisfaction, and commercial success.
• Provide phone-based support when required, including handling inbound and outbound customer calls to maintain service levels, offer cover for absences, and demonstrate best-practice sales and service behaviours.
• Facilitate/complete UAT Testing for new products and product enhancements.
• Complaints management for customer service/sales at point.