Eden Conveyancing
Telesales Team Leader
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About Eden
Buying or selling a home is one of life’s biggest milestones - yet conveyancing can still feel complicated, slow and unclear. Eden is changing that. We’re building a digital-first experience powered by exceptional people, designed to make everything simple, clear and fast. We're at an exciting stage in our journey. Today we're a team of around 30 people. Over the next two years we expect to double in size as we continue to scale our technology, operations and customer experience functions.
To support that growth and contribute to our first-class Sales team, we're looking for a commercially-minded, target driven, pro-active and highly motivated Telesales Team Leader.
The Opportunity
The Telesales Team Leader is responsible for the day-to-day leadership, coaching and operational sales performance of Eden's Sales Advisors.
The Team Leader ensures that every enquiry is responded to promptly, every client receives an exceptional experience, and that every Sales Advisor has the coaching and support needed to achieve their potential and deliver sales targets.
Using performance data, call quality monitoring and continuous coaching, the Team Leader supports the team to improve conversion rates and increase productivity and customer satisfaction.
This role is ideal for someone with proven success in a Telesales role and sales team management experience.
Responsibilities
Team Leadership
- Lead, motivate and mentor a team of Sales Advisors to achieve and exceed daily, weekly and monthly sales value targets.
- Create a positive, energetic and accountable sales team culture.
- Conduct daily team stand ups and regular one-to-one meetings.
- Deliver the onboarding and on-going development of new team members.
- Recognise and celebrate individual and team success.
- Address performance issues promptly and professionally.
- Lead by example in a player: manager role with around 25% time on client calls.
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Sales Performance
- Drive performance across all channels including; direct marketing channels, existing customer channels and referral partners.
- Monitor, manage and report on daily and monthly performance and take proactive action to maximise key sales metrics including call volumes, contact rates, SLAs, conversion and value to achieve and exceed targets.
- Own and deliver call centric metrics and targets (volume, contact rates, talk and wrap time)
- Ensure an excellent Eden client experience that delivers high levels of customer satisfaction.
Coaching & Development
- Create a high performing team through excellent daily coaching and call listening, 121 sessions, development plans and role-plays.
- In partnership with the People & Talent Manger, develop and deliver objection handling training and techniques.
- Continuously hone closing sales skills and effectiveness.
- Ensure excellent product knowledge across the team.
Operational Management
- Ensure lead allocation is managed effectively across the Sales team.
- Manage call tasks and queues effectively and achieve SLAs.
- Accurately resource plan and call forecast to deliver targets.
- Ensure effective use of CRM/Hubspot across the team.
- Be the lead contact with internal Legal for the team.
Quality Assurance
- Develop and deliver a quality assurance framework for the Sales team and processes to ensure consistent call quality and content guidance, brand experience, excellent data quality, compliance standards and monthly audits.
Continuous Improvement
- Analyse team performance and identify opportunities for improvement.
- Share best practice across the team.
- Share client insights for Eden process, product, pricing and proposition opportunities
- Recommend and implement improvements to sales processes, customer journeys and leveraging the CRM system.
- Work closely with Marketing to improve lead quality and conversion.
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Requirements
- Proven experience in telesales, contact centre or sales leadership.
- Experience coaching, developing and motivating high-performing sales teams.
- Proven track record of improving sales performance and conversion.
- Strong understanding of contact centre KPIs, performance management and reporting.
- Excellent in-person and telephone communication skills.
- Experience using CRM systems (HubSpot desirable).
- Strong organisational and problem-solving skills.
- Confident analysing data and turning insight into action.
- Experience using call recording and quality monitoring systems.
- Experience delivering sales training.
- Experience within conveyancing, legal services, financial services, mortgages or estate agency would be advantageous.
Working at Eden
Working at Eden is different - we invest heavily in culture, wellbeing and support. You'll enjoy:
Financial & Career
- Salary: £35,000 - £40,000 (FTE), dependent on experience
- Sales commission with an uncapped earning potential from £4,600 OTE
- Significant investment in your learning and development
Flexibility & Wellbeing
- 28 days annual leave plus bank holidays
- Option to buy or sell 5 days of annual leave
- 3-day company shutdown between Christmas and New Year (reserved from annual leave)
- Private health insurance
- Group life assurance
- Wellbeing fund that contributes £25 per month towards an activity that promotes your mental or physical wellbeing
- Monthly pastoral 1:1 support
Ready to join a company shaping the future of conveyancing?
If you're excited by what you've read, we'd love to hear from you. Visit our careers page or check out our Trustpilot reviews to learn more about life at Eden.
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