Sales & 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

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.