Telesales Team Leader
A quick look at the role.
To support the hazardous waste sales team, developing and motivating a team of Sales Executives in line with the department’s key objectives and KPIs to achieve a high level of customer service standards and maximize sales opportunities.
The Team Leader will have proficiency in the management tasks completed within the team, showing a high degree of professionalism and strong adherence to Biffa values and a teamwork ethic.
To assist and coach the Sales Executives to maximize customer conversion rates whilst ensuring each customer receives a consultative sales experience. Communicating directly with customers to deliver comprehensive waste solutions.
To assist the executives to enable them to take ownership of customer inquiries and manage them through to resolution, by communicating directly with customers and liaising with internal Biffa divisions to ensure the inquiry is resolved to the customer’s satisfaction.
Managing escalations for the team, ensuring they are dealt with quickly and managed through to resolution where required and can prioritize team issues in line with the business needs.
Why it’s an opportunity not to be wasted.
* Support the Head of Sales to lead, develop and motivate a team of sales executives, ensuring an efficient and effective sales process is delivered to the customer. Meeting and exceeding in all areas relating to sales revenue, conversion, quality, productivity, and employee/people-related targets (absence, attrition, engagement, etc.).
* Ensure that all customer escalations are dealt with in an accurate and professional manner in accordance with I&C KPIs through to resolution.
* Be able to run the team, including attending management meetings, running team huddles and meetings, and completing all other management tasks. This will involve having strong employee engagement skills and the ability to motivate the team to achieve their goals in the manager’s absence.
* Complete call and email quality checks within the team, ensuring feedback and coaching is given to the executives accordingly. Engage regularly with the team through walking the floor and digital platforms.
* Ensure you are fully confident with relevant company processes and procedures so that the correct advice is offered, and procedures are followed, flagging to the Head of Sales where policy and process is not well understood or where there are compliance concerns.
* Work with the Head of Sales to ensure that all team members are provided with formal and informal coaching and quality assessment that is required to enable them to meet their objectives. In addition, that appropriate performance development/improvement plans are in place for all in the team. Seniors will also be involved in department recruitment, training, and managing disciplinary issues.
* Ensure a positive relationship is developed with key stakeholders including relevant Regional Teams, Customer Services Teams, Process Improvement/Quality Teams.
* Work with the other seniors across the department to ensure sharing of best practices and a consistent working environment in all teams.
* Be able to identify process improvements within the team and across the business, working with key stakeholders to improve efficiency, productivity, and customer experience.
* Managing all aspects of small-scale projects, taking ownership and providing productive feedback for project work and complex sales negotiations. Providing and collating relevant business intelligence.
Here’s what we require:
* A minimum of 2 years’ experience in a fast-paced sales environment.
* Strong leadership and people skills with an excellent coaching ability.
* Track record of delivering targets and working towards KPIs.
* Knowledge of central systems and CRM operating packages.
* Knowledge of people management processes.
* Ability to negotiate and influence at all levels.
* Is tenacious to resolve customer escalations and complex issues.
And here’s why you’ll love it at Biffa.
* Competitive salary and benefits.
* Private health care.
* Generous pension scheme.
* Retail and leisure discounts.
* Holiday and travel discounts.
* Bike to work scheme.
* Ongoing career development, training, and coaching – because if you don’t grow, we don’t grow.
Changing the way people think about waste.
At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it, or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,500+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull. And it’s why we’re the UK’s No. 1 choice for business waste management.
Dedicated to diversity.
Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives, and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers, and stakeholders, which is why you’ll find us championing diversity, equity, and inclusion at every turn.
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