Contact Centre Sales Manager

14th October 2020

As AMP Clean Energy’s low carbon heat and power business continues to grow, we are on the lookout for an experienced Contact Centre Sales Manager to manage our contact centre sales team in Telford. This role will be responsible for developing and continually improving our contact centre processes, and ensuring an excellent service is provided to our customers. This will involve managing and retaining key accounts, leading, developing, and coaching a small team, and maximising our opportunities through effective cross-selling and upselling. If you are interested in this position and would like to join one of the most exciting companies in the low carbon and renewable heat energy industry, then please get in touch with us.

Main responsibilities of the role:

  • To provide excellent customer service, ensuring service and sales targets are met along with customer expectations
  • Set and continually review team performance targets, specifically ensuring call handling times and email response SLAs are met
  • Ensure sales targets are achieved, customer satisfaction KPIs are met, and CRM is fully up to date
  • Ensure all customer orders are processed correctly and in a timely manner, updating and maintaining the CRM with any changes such as contact details, contract information, pricing, delivery instructions and any other information which will assist other departments in fulfilling orders
  • Manage the day to day running of the contact centre including call monitoring, effective resource planning and applying call centre strategies and operations
  • To set monthly/weekly sales volume KPIs for the team
  • Report team performance against targets and KPIs on a monthly basis including statistics detailing call efficiency, sales rates, and performance levels to manage ongoing reports
  • To deliver results in line with agreed budgets and KPIs
  • To continually improve internal processes and ways of working to drive efficiency and enhance the customer experience
  • Provide leadership, development, and coaching of the team, including monthly feedback and 121s to develop the team
  • To motivate the internal sales team to create a high performing team
  • Coordinate and report on bonus, reward, and incentive schemes
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
  • Engage with other departments proactively to drive effective communication and ongoing efficiency
  • Ensure the team communicate effectively and professionally with the planning team and external sales team
  • Manage all out bounding and marketing campaigns to ensure the team maximise all opportunities, record and report on progress, and structure ongoing communications to keep the campaign momentum moving forward
  • Process weekly sales leads and reports for submission to management
  • Ensure every customer contact is an opportunity for cross-sell and upselling of our full product range
  • Manage and monitor key accounts in line with key account strategy and processes
  • Keep the customer complaints section of the CRM updated at all times to assist QA in resolving queries to customers satisfaction

The candidate will have the following knowledge, skills, and experience:

  • Experience of successfully managing a target driven contact centre team
  • Ability to analyse contact centre performance and sales KPIs to drive continuous improvements
  • To positively lead and motivate a sales team
  • Good IT skills including Microsoft Excel, Word, and PowerPoint
  • Clear understanding of CRM and Sales Pipelines
  • Sage knowledge preferred but not essential

Person specification:

  • Ability to communicate at all levels
  • Must be a team player and have a strong attention to detail
  • Ability to work well in a fast-paced environment
  • Must be sales focussed and performance driven

Remuneration:

  • We are offering a competitive salary dependent on experience and a commission structure to be discussed at interview

Details:

  • Location: Telford
  • Hours of work: 40 per week – hours will be flexible but typically between the hours of 08:00-18:00 Monday to Friday
  • Annual holiday entitlement is 25 days. In addition, you will have an annual entitlement of 8 days for public holidays

To apply:

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