Job Description

THE ROLE

We are currently recruiting for a Telephony Sales Acquisition Team Leader to join our client's team in Birmingham. You will be responsible for owning the day-to-day management of the Telephony sales teams, including setting and monitoring performance metrics to ensure the product range is meeting the needs of their customers. You'll be making sure the team serves customers well with strong service delivery standards and productivity measures. If you have the personal motivation to deliver outstanding customer service, whether digitally or over the phone, this could be your ideal role. As a Telephony Sales Acquisition Team Leader, you'll be managing a team of outbound or inbound telephony-based sales operatives, using call monitoring to make sure the team provides consistent excellent service to customers in line with all appropriate processes and procedures. You'll also be accountable for customer experience and the performance of the team against agreed metrics and objectives. We're looking for someone a detailed knowledge and understanding of the SME business market, including financial, economic and market awareness. You'll need the ability to identify and implement continuous improvements, paired with the ability to deliver outstanding results through others and to coach and provide feedback to others.

KEY RESPONSIBILITIES/DUTIES

• Proactively driving customer satisfaction and brand advocacy to maximise new business
• Managing a team to acquisition volume and conversion targets
• Establishing effective relationships and a culture of collaboration within the franchise and wider bank, to provide a best in class joined up experience for customers
• Owning relationships with stakeholders to continually review and improve overall customer proposition
• Owning the development, implementation and maintenance of business plans for the team
• Providing effective leadership of the team to deliver challenging financial goals and service standards

PERSON SPECIFICATION

• Experience of credit stewardship, KYC, KYB, regulatory and control processes
• Great relationship and stakeholder management skills
• Great planning and resource skills as well as time management skills
• Excellent communication skills, both verbal and written
• Great deal of fintech knowledge and experience

SALARY AND WORKING HOURS

Permanent role

Salary: £38,560 - £50,000

Shift patterns: 8am - 4pm, 9am - 5pm, 10am - 6pm

1 Saturday every 6 weeks

35 hours per week

BENEFITS

• Combined Pension and Benefit funding 10% (for example 30k base salary + 3k pension funding = total package of 33k)
• Life cover
• Disability cover
• 28 days annual leave + Bank holidays