Sales Operations Manager

TN United Kingdom; Winchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading health company in the UK is seeking a Sales Operations Manager to oversee support teams and enhance customer service for corporate clients. This role involves managing team performance, implementing automation, and ensuring client satisfaction. The ideal candidate will possess strong leadership skills and a deep understanding of the employee benefits industry.

Qualifications

• Strong leadership skills and understanding of employee benefits industry.
• Ability to identify and implement process improvements.
• Experience in managing support teams.

Responsibilities

• Lead support teams to ensure exceptional service delivery.
• Identify automation opportunities to streamline processes.
• Create dashboards to track performance metrics.

Skills

Leadership

Customer Service

Process Improvement

Automation

Data Analysis

Job description

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We’re not just your average health company; we’re aiming to revolutionise access to healthcare in the UK by offering innovative health and wellbeing solutions that are affordable, accessible, and effective. From preventive care to comprehensive medical support, we aim to empower individuals to take charge of their health, inspiring them to make the most of their wellbeing. Added to that, we’re the first health insurer in the UK to be awarded B-Corp status in recognition of our significant achievements in sustainability, in addition to our ambitious environmental and social responsibility goals.

As a Sales Operations Manager, you will play a critical role overseeing the operations of support teams to provide excellent customer service to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement process improvements through automation. This position is key to optimizing team efficiency and enhancing the overall customer experience by leveraging technology.

Key responsibilities:

1. Team Management:
   • Lead support teams to ensure the delivery of exceptional service to clients and intermediaries.
   • Set and monitor KPIs and objectives, ensuring team performance aligns with company standards.
   • Promote continuous learning through training, development, and mentoring.
   • Ensure SLAs are met or exceeded, driving customer satisfaction.
   • Manage complex or escalated customer issues directly to ensure resolution.
   • Balance automation with personalized service to deliver an outstanding client experience.
2. Automation Identification and Implementation:
   • Identify opportunities for automation to streamline support processes.
   • Collaborate with teams to implement AI chatbots, workflows, and self-service portals.
   • Monitor and optimize automated processes based on performance data.
3. Reporting and CRM Management:
   • Create dashboards to track performance metrics like team output and customer satisfaction.
   • Maintain accurate CRM records for effective client management.
   • Use analytics to identify trends and improve workflows.
4. Collaboration and Stakeholder Engagement:
   • Build relationships with cross-functional teams to support automation and customer journey improvements.
   • Serve as a trusted advisor to clients and intermediaries, understanding their needs.
   • Handle customer data securely and in compliance with regulations.