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Job description

Avaliable Job Today An exciting new position has become available in our Customer Service Team. The role will be in Wakefield, Currently in Castleford, but moving to Wakefield City Centre, mid April 2023

Summary Of The Role

To deliver the Corporate sales targets and develop the sales experience of our contact centre team, delivering sales through service and proactive management of sales pipelines, with regular sales coaching and training across the team.

Key Accountabilities

• Create a high performing culture with a fun and inspiring team environment with an open and well thought through communication.
• Review and constantly analyse team performance, quality and accuracy and report on metrics.
• Provide meaningful and helpful feedback in different ways and which always helps your team become the best versions of themselves they can be.
• Actively seek coaching conversations to have with your team and use data and observations as the basis of these great discussions.
• Manage your teams call, chat and email handling times to increase productivity and availability to help close more contacts.
• Help your team identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives on the first call whenever possible seizing opportunities to upsell products when they arise.
• Ensure your team maintains accurate records of all conversations and interactions on customer accounts by updating the relevant customer account management systems accurately.
• To enthusiastically and consistently live by our values in all that you do and help Gravity develop a brilliant internal and external reputation.
• Do all you can to ensure that your team’s shifts and work & break schedules, always ensuring their best availability when needed to help your customers.
• Truly listen to team members’ feedback and resolve any issues or conflicts amicably and ensuring that your relationships are always in good shape.
• Produce regular reporting and management information on team performance and pipeline success through effective use of SET CRM system

Personal Specification

Essential

• Grade C or above in English language and Maths GCSE or equivalent experience
• Demonstrable experience in a sales/sales leadership role.
• Solid oral and written communication abilities.
• Previous experience in a similar role in contact centres.
• Track record of working to targets and delivering great results.
• Strong communication skills along with active listening.
• Conversant in English written and orally.
• Solid understanding and experience in coaching agents.
• Adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Great with data and able to communicate objectives clearly and simply.
• Able to have the great and the tougher conversations confidently.
• Must be able to operate in a fast paced, high demand role and maintain a measured, calm approach, always being fair and consistently helpful to the team you lead and those around you.
• Able to use all related software applications
• Computer literate can competently use Word, Excel, PowerPoint and software packages for example.Desirable
• At least 1-2 years management and or sales coach experience.

Job Type: Full-time

Salary: £26,000.00 per year

Benefits:

• Company pension
• Flexitime
• On-site parking
• Wellness programme

Schedule:

• Flexitime
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Wakefield: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: One location

Expected start date: 01/04/2023