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Sales and Retention Team Leader

Location Antrim, County Antrim
Job Type Permanent
Salary £25000.00 - £29000.00 per annum + Bonus
Published about 1 year ago
Start Date ASAP
Contact Ross McConville
Job Ref RM461_1496852018

Job Description

Sales and Retention Team Leader

Grafton are recruiting for a Sales and Retention Team Leader for a leading utilities company. You will work as part of the Service Operations team leader group. Reporting to the Commercial & Outbound Manager, you will be responsible for ensuring the retention and acquisition of high value commercial and domestic customers. The ideal candidate will lead a team of Sales and Retention advisors towards service operations objectives including all service level agreements, quality targets, sales targets, staffing levels, efficiency and customer satisfaction/experience targets.


  • Lead, motivate and develop your team to a high standard of achievement and efficiency
  • Ensure the appropriate level and efficient use of resource to achieve planned SLA targets
  • Co-ordinate training, coaching and mentoring requirements for staff
  • Analysis of daily reporting to ensure corrective action taken - to meet targets on a real time basis
  • Monitor agent schedule adherence and ensure it is within target
  • Carry out quality and performance monitoring and take remedial action when necessary
  • Handle escalated calls and deal with customer complaints and 3rd party queries as necessary
  • Approving transactions, as required
  • Assist with recruitment and training of new staff
  • Approve refunds and compensation payments when required
  • Ensure all HR procedures are carried out and documented accordingly
  • Deal with performance, attendance and disciplinary issues as the arise
  • Involvement in operational projects
  • Working within the larger Team Leader group to achieved planned SLA targets
  • Work closely with other departments towards organisational targets
  • Driving process improvement

Essential Criteria:

  • Substantial experience (at least two years) working in a sales environment/call centre environment
  • Previous experience of managing a team of people to deliver sales and/or retention targets.
  • A strong grasp of the KPIs required to drive commercial success in a call centre environment
  • Proficient in the use of MS Office - Word, Excel and Outlook

Desirable Criteria:

  • Understanding of either NI or ROI utilities markets
  • Working knowledge of a utilities billing system

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