Operations & Customer Service Team Lead

Petcover Group; Grantham; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Company pension match up to 5%

Employee discount on insurance

Bupa Cash Plan

Free flu jabs

Free on-site parking

10 days paid sick leave

25 days annual leave + tenure

Life Insurance

Job summary

Petcover Group is seeking an Operations and Customer Services Team Leader to oversee a diverse team, drive service excellence and achieve sales targets across multiple markets. You will coach and mentor staff, ensure accurate CRM usage, and collaborate with underwriting, marketing and operations to improve the customer journey.

This full-time role in Grantham offers 35 hours per week, Monday to Friday, with opportunities to shape customer experience and growth through data-driven leadership.

Qualifications

• Experience leading a customer service/sales team and managing performance.
• Ability to understand customer needs and tailor solutions.
• Strong written and verbal communication with internal and external stakeholders.
• Proficient CRM usage and data-driven decision making.
• Ability to coach, train and develop team members.

Responsibilities

• Oversee CRM use and ensure accurate recording of interactions and policy details.
• Lead, coach and motivate the CS team to hit sales targets.
• Monitor performance metrics and implement action plans to improve conversions.
• Provide regular training and coaching on product knowledge and sales techniques.
• Analyse sales pipelines and identify opportunities for growth and efficiency.
• Coordinate workflows for inbound/outbound inquiries and warm leads.
• Escalate complex queries and advise on product features, pricing and eligibility.
• Ensure service levels balance sales targets with customer experience.
• Share insights with management on customer needs and market trends.
• Contribute to development of sales scripts and campaign strategies.
• Conduct performance reviews and onboard new hires.
• Provide phone-based support as needed and cover for absences.

Skills

Team leadership

CRM proficiency

Sales coaching

Performance analysis

Excellent communication

Stakeholder management

Tools

CRM software

Sales analytics tools

Job description

Job Description:

Job Summary

We are seeking a dynamic and motivated Operations and Customer Services Team Leader to spearhead our customer engagement efforts and drive sales performance. In this role, you will lead a diverse team, ensuring exceptional service delivery while achieving sales targets. Your leadership will inspire team members to excel, foster a positive work environment, and develop strategies to enhance customer satisfaction across multiple languages and markets. This is an exciting opportunity for a proactive leader passionate about customer success and sales growth.

Responsibilities

• Oversee the team’s use of CRM systems and ensure all customer interactions, updates and policy details are recorded accurately and consistently.
• Lead, coach and motivate a team of Customer Service Representatives to achieve individual and team sales targets.
• Monitor performance metrics, identify gaps, and implement action plans to improve conversion rates, upselling activity and overall team productivity.
• Facilitate/complete UAT Testing for new products and product enhancements
• Provide regular training and side‑by‑side coaching to enhance product knowledge, sales techniques and customer service skills.
• Analyse sales pipelines, campaign performance and existing customer quote activity to identify opportunities for growth and process improvement.
• Allocate and triage inbound and outbound workflows, ensuring efficient handling of enquiries, warm leads and incomplete applications.
• Review complex queries and escalations, providing guidance on product features, coverage, pricing and eligibility where required.
• Ensure service levels and quality standards are met, balancing both sales targets and customer experience expectations.
• Work closely with management to share insights on customer needs, market trends and emerging sales opportunities across products, services and education.
• Provide feedback to internal teams (e.g., underwriting, operations, marketing) to support process improvements and enhance the customer journey.
• Contribute to the development and refinement of sales scripts, processes, training materials and campaign strategies.
• Conduct regular one‑to‑one meetings, performance reviews and coaching sessions with team members.
• Support onboarding and training of new hires to ensure they are fully equipped to meet performance expectations.
• Foster a positive, high‑performance team culture focused on accountability, customer satisfaction and commercial success.
• Provide phone‑based support when required, including handling inbound and outbound customer calls to maintain service levels, offer cover for absences, and demonstrate best‑practice sales and service behaviours.
• Facilitate/complete UAT Testing for new products and product enhancements
• Ability to work closely and effectively with key stakeholders

Requirements

• Demonstrable experience managing or leading a team, including responsibility for performance, coaching and development
• Demonstrated ability to understand customer needs and guide teams in delivering tailored solutions
• Exceptional written and verbal communication skills, with the ability to convey information clearly and influence both customers and internal stakeholders.
• Strong proficiency with CRM systems and sales tools, with the ability to analyse data, monitor team performance, and ensure accurate documentation.
• Excellent interpersonal and leadership skills, with the capability to foster teamwork, provide constructive feedback, and motivate staff.
• Fast learner, able to absorb new product information, tools, and processes quickly—and support team members in doing the same.
• Resilience, adaptability and strong problem‑solving skills, with the ability to remain calm and solution‑focused under pressure.
• Advanced objection‑handling skills, and the ability to coach team members on managing challenges and converting difficult conversations into sales opportunities.

Join us as a Sales and Customer Services Team Leader where your energy, leadership, and strategic insight will shape outstanding customer experiences while driving our business forward!

Full‑time hours are 35 per week/5 days per week 9:00am and 5:00pm, Monday to Friday.

Benefits:

Casual dress

• Company pension match up to 5%, including a salary sacrifice scheme
• Employee discount on insurance products
• Bupa Cash Plan
• Free flu jabs
• Free, on‑site parking
• 10 days paid sick leave
• 25 days annual leave, plus additional leave for tenure
• Life Insurance