Sales Team Lead
At a glance
Senior Sales Leadership role at British Telecommunications. Birmingham.
Pay not stated Sales Leadership salary
growthroles summary, based on the employer's posting.
What you'll do
- Lead desk-based sales advisors as they win new customers, grow accounts and sell across the BT and EE portfolio
- Coach each advisor with performance plans, development support and recognition to strengthen team results
- Build plans around KPIs and service targets, addressing obstacles that affect customer care
- Improve sales and service approaches to support retention, customer satisfaction and sales of combined solutions
- Handle escalated customer cases, share sector insight and keep agents trained on updates and compliant selling
What you bring
- You can lead and coach sales advisors while supporting individual development needs
- You can plan to achieve performance measures and service targets while maintaining strong customer care
- You can take ownership of customer escalations and guide agents toward responsible call handling
Who this fits
This senior team-lead role suits someone who wants to coach desk-based sales advisors while staying involved in customer escalations and sales performance. The working model is hybrid, with some work from home during the week.
From the employer
Why this job matters:
Manage and lead an inbound or outbound acquisition team from the desk for new BT/EE customers, with a view to winning new business and growing existing accounts where the opportunity presents itself. This role plays a key part in growing the SMB base by supporting and coaching a team of sales advisors winning new business in an increasingly competitive environment.
What you’ll be doing:
- Motivate and lead a team of desk-based sales agents, motivating them to upsell/cross-sell across the EE & BT portfolio and nurture existing customers through handling customer queries and demonstrating how our product portfolio can add value to their business.
- Performance management, providing coaching, development opportunities and giving appropriate recognition to drive a high-performance culture.
- Develop the overall capability of the team by supporting individual needs with relevant performance plans and creating career opportunities.
- Collaborate by actively building relationships both internally and externally to deliver the best possible results and share best practice.
- Achieve KPIs to meet SLAs by creating robust plans to drive results and remove any barriers to providing excellent customer care.
- Provide thought leadership to win in the market.
- Develop and mature the sales model, making recommendations to improve model functionalities and opportunities to sell converged solutions.
- Develop and mature the service treatment model within Desk Sales to drive improved retention and NPS.
- Understand the market sector and disseminate insight to the wider team.
- Ensure the team receives all relevant communications and updates; train and develop agents to broaden skillsets and remain compliant in sales activity.
- Act as the first point of contact for any customer escalations and take full ownership of these, following processes to meet customer needs while driving ownership and responsibility for customer calls, ensuring every customer contact is seen as an opportunity.
Benefit:
• Competitive salary
• Up to 30% on target bonus
• BT Pension scheme
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop
Our working model
BT have moved to a hybrid working model - you can work from home certain parts of the week as per the SMART working model.
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