Head of Business to Consumer Sales

PIB Group; Lincoln; On-site; GBP 90,000 - 120,000; Full time

Job summary

PIB Group is seeking an ambitious, people-focused leader to drive performance across our B2C Sales and Retention teams for HomeLet and Let Alliance. You will nurture team leaders, grow sales and retention, and ensure outstanding customer service across all interactions.

You will own day-to-day departmental performance, balancing commercial growth with operational efficiency and strong customer outcomes, while developing a positive, accountable culture where teams are supported to develop and

Qualifications

• Experience leading sales and retention teams in a target-driven environment.
• Strong coaching and performance management skills.
• A commercial mindset with a genuine commitment to excellent customer service.
• The confidence to lead change, solve problems and hold people accountable.
• The ability to turn performance data into practical improvements.
• An understanding of FCA requirements, including providing information on insurance products on a non-advised basis.

Responsibilities

• Lead and inspire: Coach and develop team leaders, setting clear expectations and helping them build motivated, high-performing teams.
• Deliver results: Drive sales, retention, revenue and call activity to achieve business targets, KPIs and agreed service levels.
• Put customers first: Champion a consultative approach that helps customers make informed decisions and feel valued at every interaction.
• Develop your people: Deliver meaningful one-to-ones, performance reviews, coaching and development plans, addressing performance gaps constructively.
• Improve how we work: Identify opportunities to streamline processes, increase productivity and strengthen profitability without compromising service.
• Keep teams connected: Run effective team meetings and ensure product, process and business updates are clearly communicated.
• Turn insight into action: Use performance reporting, trend analysis and knowledge of the lettings market to identify opportunities and inform decisions.
• Own customer outcomes: Support the investigation and resolution of complaints, using feedback to drive lasting improvements.
• Maintain high standards: Ensure accurate customer records, robust audit trails and compliance with relevant FCA regulations and internal procedures.
• Manage risk responsibly: Escalate risks, incidents and breaches promptly, ensuring appropriate action through to resolution.

Skills

Sales team leadership

Coaching & performance management

Data-driven decision making

Customer service mindset

FCA regulatory knowledge

Job description

Lead our B2C Sales & Retention Teams

Inspire great people. Drive strong results. Put customers first.

We’re looking for an ambitious, people-focused leader to drive performance across our B2C Sales and Retention teams for HomeLet and Let Alliance.

You’ll bring out the best in our team leaders, grow sales and retention, and make sure every customer receives outstanding service. Joining an innovative, hardworking and fun team, you’ll have the opportunity to improve how we work and make a real impact.

The role

You’ll take ownership of day-to-day departmental performance, balancing commercial growth, operational efficiency and excellent customer outcomes. Supporting the Head of B2C and deputising when required, you’ll build a positive, accountable culture where people are supported to develop and challenged to succeed.

What you’ll do

Lead and inspire : Coach and develop team leaders, setting clear expectations and helping them build motivated, high-performing teams.

Deliver results : Drive sales, retention, revenue and call activity to achieve business targets, KPIs and agreed service levels.

Put customers first : Champion a consultative approach that helps customers make informed decisions and feel valued at every interaction.

Develop your people : Deliver meaningful one-to-ones, performance reviews, coaching and development plans, addressing performance gaps constructively.

Improve how we work : Identify opportunities to streamline processes, increase productivity and strengthen profitability without compromising service.

Keep teams connected : Run effective team meetings and ensure product, process and business updates are clearly communicated.

Turn insight into action : Use performance reporting, trend analysis and knowledge of the lettings market to identify opportunities and inform decisions.

Own customer outcomes : Support the investigation and resolution of complaints, using feedback to drive lasting improvements.

Maintain high standards : Ensure accurate customer records, robust audit trails and compliance with relevant FCA regulations and internal procedures.

Manage risk responsibly : Escalate risks, incidents and breaches promptly, ensuring appropriate action through to resolution.

What you’ll bring

Experience leading sales and retention teams in a target-driven environment.

Strong coaching and performance management skills.

A commercial mindset with a genuine commitment to excellent customer service.

The confidence to lead change, solve problems and hold people accountable.

The ability to turn performance data into practical improvements.

An understanding of FCA requirements, including providing information on insurance products on a non-advised basis.

Our values

You’ll lead by example and bring our values to life: Customer Centricity, Accountable Actions, Empowerment for Growth, Innovation Pioneers and United as One Team.

Ready to lead a team that delivers for customers and each other? We’d love to hear from you.