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Sales Team Leader

Location: Stoke on Trent

Salary: Competitive + Vodafone Benefits

Hours: Full time (37.5 hours per week – Monday to Sunday 8am - 8pm)

The purpose of this role is to lead and manage a team of skilled advisors, who are accountable FCA compliant sales while ensuring they provide exceptional customer service via webchat or voice channels. You will be responsible for coaching and supporting your team to deliver best possible service to our customers, whilst maintaining strong operational efficiencies and KPI achievement.

What will you be doing?

• 
  You will be accountable for managing a team by supporting, coaching, developing, motivating, and setting clear and stretching performance goals through a delivery of robust 121 and SMART coaching
• Responsible for ensuring that you develop growth of knowledge and skill in your team by holding a weekly team time sessions together
• Daily management of individuals on a 121 basis. Real time feedback and management; regarding behaviours, KPI performance, productivity and quality evaluations
• Responsibility for performance management and delivery of all HR processes related to people management, wellbeing, employee relations, in line with HR policy and guidelines. To manage and record effectively, all workplace adjustment’s/health referrals, underperformance, and misconduct (including absence, inefficiencies, HRAM’s (High Risk Advisor Management) and FBL’s (Feedback Loop) with use of triggers and the Consequence Matrix in line with HR policies and guidelines
• Create an environment where people are energised, engaged, and enabled through high impact communication and coaching, resulting in on target KPI performance, and high People scores. Role Model Leadership in terms of Vodafone Advocacy and promotion of spirit behaviours at all times
• Responsible for monthly completion of customer/advisor interaction evaluations for team, in line with compliance standards
• Provide timely and accurate weekly performance updates to direct manager
• Accessing and making the most of available training & resources such as SCIO and ensuring that your personal and your teams online leanings have a full completion rate

Who are we looking for?

• 
  Proven background of working within a Consumer Sales/Contact Centre environment.
• A strong operational background and understanding of contact centre performance metrics and practice
• Inspirational leadership, acting as a role-model for your team and the wider business
• Previous experience of delivering results in a ‘fast-paced’ customer centric environment
• Strong communication and decision-making skills
• The ability to balance conflicting interests and solve complex problems by making confident decisions
• Self-motivation - ability to effectively manage time, prioritising multiple pieces of work at one time
• Previous People Management is essential
• Excellent coaching skills and proven success in people management.
• Able to create an environment where people are energised, engaged, respected, and enabled, through high impact communication and coaching, resulting in low absence rates.
• Empathy to deal with sensitive issues
• Team player and networking ability
• Someone who is customer obsessed
• Clear, professional, and positive verbal and written communication

What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at Vodafone.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.

Posting end date: 12th of April 2023

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.