Rated People

Sales & Service Team Leader

Rated People

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • The Sales & Service Team Leader is a hands-on leadership role that runs the engine room of our sales and service floor.
  • You will directly lead, manage, and support a hybrid team of 6 (3 Sales Executives and 3 Account Managers who also cover Customer Service requests).
  • Your primary focus will be managing call quantity and quality, driving daily performance metrics, and ensuring your team delivers exceptional commercial outcomes and customer experiences.
  • Lead and motivate a team of 6 sales and account management professionals, driving high daily energy and focus.
  • Conduct regular call monitoring and quality assurance (QA) checks to ensure that all conversations consistently meet our high standards for compliance, tone, and commercial effectiveness.
  • Monitor and report on core KPIs such as conversion rates, call volumes, retention targets, and customer satisfaction.
  • Maintain high visibility of team performance, coach through performance gaps and celebrate wins.
  • Oversee the end-to-end customer lifecycle, ensuring smooth handoffs between the sales side and the account management/service side.
  • Help the team identify incremental business opportunities, embedding cross-sell and upsell awareness into everyday account management calls.
  • Conduct regular call listening, side-by-side coaching, and constructive 1-to-1 feedback sessions.

Requirements

  • Proven management experience: A strong background as a Call Centre Manager, Sales Desk Manager, or Team Leader in a high-velocity, phone-based environment.
  • People leadership: Demonstrated success in managing, coaching, and motivating individuals who spend the majority of their day on the phone.
  • Metric-driven: Deep understanding of commercial KPIs, sales funnel conversions, and customer success principles.
  • Excellent communication: Strong verbal and written skills, with the ability to handle escalations calmly and command the attention of a sales and account management floor.
  • Highly organised: Able to manage multiple priorities, pivot quickly, and maintain order in a fast-paced setting.
  • Tech-savvy: Proficient in using CRM systems and interpreting data dashboards to make actionable, on-the-fly decisions.
Benefits
  • Hybrid working (2 days per week in our Shoreditch office)
  • 25 days’ holiday (plus one day for every year of service, capped at 30 days)
  • Strong and inclusive company culture we all shape and take ownership and pride in, including companywide events, surprise and delights, roundtables and culture clubs
  • Private medical insurance (including mental health and virtual GP)
  • Enhanced Parental leave
  • Cycle to work scheme
  • Life assurance
  • Travel loans
  • Enhanced parental leave policy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call monitoringquality assuranceKPI reportingsales funnel conversioncustomer satisfactioncross-sellupsell
Soft Skills
people leadershipcoachingmotivationcommunicationorganisationperformance management