Sales & Service Team Manager

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We are looking for a Sales & Service Team Manager to lead our Sales & Service team during an exciting period of change and growth.

This is a hands-on leadership role, responsible for managing a team of advisors who handle inbound customer enquiries via telephone. The focus of the role is not just sales volume, but retaining revenue, reducing refunds, improving customer experience, and driving sustainable growth.

You will play a critical role in embedding our new Customer experience / Continuous improvement operating model, ensuring strong collaboration, high standards, and clear accountability.

Requirements

People leadership

• Lead, coach, and develop a team of Sales & Service Advisors
• Set clear expectations and performance standards
• Conduct regular 1-2-1s, coaching sessions, and performance reviews
• Support advisors through change, building engagement and resilience
• Manage performance fairly and consistently, including underperformance where required

Operational & commercial performance

• Ensure inbound calls, emails, and tickets are handled efficiently and professionally
• Drive behaviours focused on saving sales, reducing cancellations, and increasing order value
• Monitor KPIs including:
• Refund and cancellation rates
• Save and uplift performance
• Quality and customer outcomes
• Productivity and adherence
• Balance commercial objectives with excellent customer experience

Customer Experience / Continuous improvement collaboration

• Work closely with CI & Admin teams to ensure seamless handovers
• Ensure accurate and timely escalation of tasks and follow-ups
• Promote shared ownership of outcomes rather than siloed working

Continuous improvement

• Identify trends in cancellations, refunds, and customer feedback
• Use insight to improve processes, scripts, and customer handling
• Contribute to continuous improvement initiatives that reduce failure demand
• Support consistent use of systems and workflows (e.g. HubSpot, Brightpearl)

Stakeholder & leadership contribution

• Act as a role model for values, behaviours, and professionalism
• Provide insight and feedback to senior management
• Support the implementation of new incentive structures and ways of working
• Working closely with CI & Sale support manager to align improvement

What we're looking for
Essential

• Proven experience managing a sales, service, or contact centre team
• Strong coaching and people-management capability
• Experience working in a performance-driven environment
• Confidence using data and KPIs to manage performance
• Ability to lead teams through change
• Excellent communication and problem-solving skills

Desirable

• Experience in inbound sales or service-led environments
• Exposure to save, retention, or revenue-protection models
• Experience working with CRM / order management systems
• Understanding of customer journeys across multiple channels

What success looks like

• A confident, engaged, and well-supported team
• Reduced refunds and cancellations
• Improved save and uplift outcomes
• Strong collaboration between Sales & Service and CI teams
• High-quality, consistent customer experience
• Clear ownership of performance and results

Benefits

What We Offer

• Opportunity to shape and lead governance processes in a fast-growing business
• A supportive environment where your expertise will make a real impact
• A culture that values your professional growth and personal wellbeing
• Generous Holiday Allowance
  Enjoy 22 days of annual leave, plus bank holidays, with the flexibility to tailor your time off:
• Buy up to 3 extra days of holiday
• Or sell back up to 2 days to suit your needs
• We believe in a healthy work-life balance that works for you.
• Length of Service holiday awards: 1 extra day for every 3 years service;
• Death in Service benefit (3x annual salary).
• Salary sacrifice pension scheme with employer contributions of 3% in line with current statutory requirements;
• Salary sacrifice Cycle-to-work scheme;
• Staff discounts on the Leader product range;
• Subsidised gym membership;
• Your Wellbeing Matters
  We care about our team's mental and emotional health. That's why we offer:
• Access to Able Futures, a confidential government-backed service providing practical support for mental wellbeing at work.
• Employee Assistance Programme (EAP) - 24/7 access to professional wellbeing advice, counselling, and guidance to help you thrive inside and outside of work.
• Employee Referral Bonus
• Salary : Competitive