About this role
Job Description:
Job Summary
We are seeking a dynamic and motivated Operations 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
• Oversee the team’s use of CRM systems and ensure all customer interactions, updates and policy details are recorded accurately and consistently.
• Lead, coach and motivate a team of 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.
• Facilitate/complete UAT Testing for new products and product enhancements
• 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.
• 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
• Ability to work closely and effectively with key stakeholders
Requirements
• Demonstrable experience managing or leading a team, including responsibility for performance, coaching and development
• Demonstrated ability to understand customer needs and guide teams in delivering tailored solutions
• Exceptional written and verbal communication skills, with the ability to convey information clearly and influence both customers and internal stakeholders.
• Strong proficiency with CRM systems and sales tools, with the ability to analyse data, monitor team performance, and ensure accurate documentation.
• Excellent interpersonal and leadership skills, with the capability to foster teamwork, provide constructive feedback, and motivate staff.
• Fast learner, able to absorb new product information, tools, and processes quickly—and support team members in doing the same.
• Resilience, adaptability and strong problem-solving skills, with the ability to remain calm and solution-focused under pressure.
• Advanced objection-handling skills, and the ability to coach team members on managing challenges and converting difficult conversations into sales opportunities.
Join us as a Sales and Customer Services Team Leader where your energy, leadership, and strategic insight will shape outstanding customer experiences while driving our business forward!
Full-time hours are 35 per week/5 days per week 9:00am and 5:00pm, Monday to Friday.
Benefits:
Casual dress
• Company pension match up to 5%, including a salary sacrifice scheme
• Employee discount on insurance products
• Bupa Cash Plan
• Free flu jabs
• Free, on-site parking
• 10 days paid sick leave
• 25 days annual leave, plus additional leave for tenure
• Life Insurance
£33,000 - £38,000