Sales & Service Team Leader

Role Overview

• 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