A great opportunity to join us as a Sales Operations Manager and manage a number of Team Managers and Agents to maximise customer experience and sales opportunities.

• Manage a team of Team Managers and their respective teams to achieve specific targets through achieving SLA's, providing continual feedback and effective motivation whilst adhering to all regulatory requirements.
• Ensure that all FCA and other regulatory requirements are met, and that any necessary development, remedial action or regulatory updates required of Agents and Sales Team Managers are conducted in a timely manner.
• Recruit, train and continually develop a team of Team Managers to realise their full potential within the role and to identify career opportunities to aid succession planning.
• Through effective leadership of Team Managers, facilitate development of skills and competencies of Contact centre agents. 
• Manage required service levels through the Central Planning team to ensure resource levels within the Contact Centre are adequate to meet service levels, developing the function to support and enhance KPI’s.
• Manage the internal telephony process to ensure the accuracy of telephone lines, efficiency of requests and a clear audit trail of activity within the area.
• Ensure cost centre expenditure is controlled and adequate planning is carried out for budget requirements for the following year.
• Implement new projects for internal customers and business partnerships in a cost-effective manner by regular liaison with Marketing Managers and Business Development Managers.
• Liaise with Unite representatives is accordance with the partnership agreement.
• Ensure that appropriate systems are in place to demonstrate compliance with all relevant regulations and to support the FSA Treating Customers Fairly guidelines.

Communication

• Is clear and concise and can communicate at all levels.
• Has excellent written and verbal communication skills with internal and external customers.

Planning and Organisation

• Manages time effectively and meets deadlines.
• Prioritises activities and prepares well in advance.
• Can react quickly to changes in deadlines.

Decision making

• Makes logical decisions based on practical course of action.
• States decisions clearly and confidently.

Results driven

• Proactively ensures that team meet / exceed sale team targets.
• Displays persistency in attempts to maximise sales performance.

Data Analysis

• Can interpret and analyse report data.
• Identify trends, analyse and determine remedial actions.

Leadership / Motivation

• Provides support and encouragement for call centre achievements.
• Designs and implements regular motivational competitions and incentive schemes.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information on this role, please contact Helen Brockbank, Resourcing Lead at helen.brockbank@landg.com