Sales & Service Team Lead
Rated People
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Lead and motivate: Direct a team of 6 sales and account management professionals, driving high daily energy and focus.
- Run the floor: Lead daily stand-ups, morning meetings, and "buzz" sessions to keep the team engaged, informed, and aligned on daily targets.
- Manage activity: Oversee high-velocity phone activity, ensuring the team maintains expected dial rates, talk times, and daily outreach routines.
- Uphold call quality: 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.
- Track metrics: Monitor and report on core KPIs such as conversion rates, call volumes, retention targets, and customer satisfaction.
- Drive accountability: Maintain high visibility of team performance. Coach through performance gaps and celebrate wins.
- Ensure data hygiene: Guarantee that pipeline data, CRM logs, and account notes are accurately and consistently maintained by the team.
- Bridge the gap: Oversee the end-to-end customer lifecycle, ensuring smooth handoffs between the sales side and the account management/service side.
- Act as an escalation point: Provide live support on the floor for complex customer queries, sales objections, or difficult retention conversations.
- Drive revenue: Help the team identify incremental business opportunities, embedding cross-sell and upsell awareness into everyday account management calls.
- Develop talent: Conduct regular call listening, side-by-side coaching, and constructive 1-to-1 feedback sessions.
- Train and onboard: Coordinate the onboarding of new team members, getting them up to speed quickly and confidently on the phones.
- Foster culture: Encourage a culture of resilience, structural discipline, and continuous improvement across the desk.
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 trackingcustomer satisfactionsales funnel conversionsdata interpretationcoachingonboardingperformance managementcross-selling
Soft Skills
leadershipmotivationcommunicationorganisationresiliencedisciplinecontinuous improvementproblem-solvingteam engagementcustomer service