Sales & Customer Service

Petcover Group; South Kesteven; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Casual dress

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, plus additional

Life Insurance

Job summary

Petcover Group is seeking a dynamic Sales and Customer Services Team Leader to drive customer engagement and sales performance across multiple markets. You will lead a diverse team, coach on sales techniques, monitor metrics and ensure exceptional service delivery while meeting targets.

This role requires strong leadership, CRM proficiency and the ability to develop strategies to improve conversion, upselling and customer satisfaction.

Qualifications

• Proven experience in leading sales/customer service teams.
• Strong coaching and mentoring abilities.
• Excellent written and verbal communication.
• Proficient with CRM systems and sales analytics.
• Ability to drive performance and customer satisfaction.

Responsibilities

• Lead, coach and motivate a team of Sales & Customer Service Representatives to achieve targets.
• Monitor performance metrics and implement action plans to improve conversion and upselling.
• Provide regular training and coaching to enhance product knowledge and service skills.
• Analyse sales pipelines and campaign performance to identify growth opportunities.
• Oversee CRM usage and ensure accurate recording of customer interactions.

Skills

Sales coaching

Leadership

CRM proficiency

Communication

Coaching

Tools

CRM systems

Sales tools

Job description

Job Description:

Job Summary

We are seeking a dynamic and motivated Sales 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

• Lead, coach and motivate a team of Sales & 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.
• 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.
• Oversee the team’s use of CRM systems and ensure all customer interactions, updates and policy details are recorded accurately and consistently.
• 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
• Complaints management for customer service/sales at point

Requirements

• Proven expertise in sales and customer service, with the ability to coach others in effective sales techniques and customer engagement.
• 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. Working hours will be on a rota basis, with shifts scheduled between 8:00am and 8:00pm, Monday to Sunday.

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