Sales Support Team Lead

Bytes Software Services; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

Bytes Software Services is seeking a Sales Support Team Lead to enhance team performance and operational excellence. The role involves leading a team, providing training, and collaborating with various stakeholders to ensure effective sales support. Ideal candidates will have strong leadership skills, a background in customer services, and experience in sales support.

Benefits

25 days holiday plus bank holidays

Excellent learning and development opportunities

On-site gym

Outdoor tiki bar

Company wellbeing and social events

Qualifications

• Minimum 2 years’ experience within a Sales Support Team.
• Background in Customer Services/Operations.
• Knowledge of MS Licensing Programmes and IT Services.

Responsibilities

• Lead a team of 5 Sales Supports.
• Ensure operational excellence and monitor performance.
• Create and deliver training for team members.

Skills

Leadership

Communication

Time Management

Organizational Skills

Decision Making

Education

GCSE A-C in English and Maths

Tools

MS Licensing Programmes

Job description

Randalls Way, Leatherhead KT22 7TW, UK Req #367

20 May 2025

Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £2 billion.

At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfill your career goals. We foster a culture of innovation, collaboration, recognition, and inclusivity and offer a wide range of benefits to support staff wellbeing.

• Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London, and Manchester
• 25 days holiday per annum plus bank holidays and Christmas period
• Excellent learning and development opportunities
• Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area
• Company wellbeing and social events
• Sports and social clubs
• Incentive trips
• Employee Assistance Programme
• Discounted private healthcare
• EV scheme and Ride to Work scheme
• Winners of an array of industry awards
• Great Place to Work Certified
• Sunday Times Top 100 Best Places to Work
• Supporters of 85+ charities with a strong commitment to diversity and sustainability

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

(OVERALL DESCRIPTION OF THE POST WITHIN THE TEAM AND ORGANISATION)

A Sales Support Team Lead plays a crucial role in ensuring the effective operation of the Sales Support Team. In this role, you will begin to build your confidence and skills to lead a team of Sales Supports. You will need to collaborate with Sales Managers, Account Managers, and the Sales Support Managers to be a first point of contact for day-to-day escalations. The key attributes required for this role include honesty, supportiveness, good listening skills, approachability, proactive follow-up, and commitment to your word.

KEY RESPONSIBILITIES:

• Ensure your team maintains operational excellence, monitoring and tracking performance in line with company standards and team measurables (Sales Ops Insights Dashboard)
• Create, coordinate, and deliver refresher training to the team as needed
• Create and maintain process guides to support ongoing learning and team accuracy
• Act as a UAT tester and super user for new systems and processes, championing these to support positive change within Sales Support
• Lead a team of 5 Sales Supports
• Support an Account Manager within your aligned Sales Team as outlined in Career Pathways
• Nurture and develop strong relationships with team members to foster a collaborative, safe environment
• Undertake annual objective setting using the Personal Development Process to clarify and focus on individual development
• Understand team members' personal aspirations and goals
• Empower team members to own their learning and development
• Identify individual learning needs and support arrangements accordingly
• Manage and support difficult conversations effectively
• Contribute to developing training programs aligned with Career Pathways
• Provide regular feedback to the wider management team
• Review and ensure operational KPIs are achieved for your team
• Support and maintain the Team buddy system
• Be the first escalation point for operational questions, issues, and errors, using feedback to improve systems and processes collaboratively
• Serve as an escalation point for Account Managers
• Assist in creating and maintaining team resource plans and team alignment decisions
• Support the interview process and decision-making for new hires, developing interview skills
• Conduct daily and weekly check-ins with new starters
• Organize shadowing plans and onboarding for new starters
• Create and deliver onboarding training for new starters
• Organize and support probation review meetings
• Assist in creating and delivering monthly Sales Support Team Meetings
• Manage the Sales Leavers mailbox and allocate emails to relevant team members
• Create and deliver the Top of the Ops (TOTO) newsletter monthly with engaging content

SKILLS & ATTRIBUTES:

• Ability to work under pressure, make, and own decisions confidently
• Empower colleagues in their objectives, growth, and development
• Effective cross-functional team leadership with a growth mindset
• Inspire and motivate the team for positive impact
• Strong leadership and organizational skills
• Effective communication across all levels of staff

QUALIFICATIONS, EXPERIENCE, & SKILLS:

(DELETE AS REQUIRED IF ESSENTIAL OR DESIRABLE, REMOVE UNNECESSARY REQUIREMENTS)

Educational Qualifications:

• GCSE A-C in English and Maths

DESIRABLE

Professional Qualifications

• Minimum 2 years’ experience within a Sales Support Team (Senior Sales Support Specialist or above)

ESSENTIAL

• Background in Customer Services/Operations

ESSENTIAL

• Knowledge of MS Licensing Programmes and IT Services

DESIRABLE

• Proven track record of developing and growing individuals

DESIRABLE

(Include core competencies and skills based on the grade)

• Exceptional time management and organizational skills
• Accuracy and attention to detail
• Confidence in decision-making under pressure
• Growth mindset and willingness to learn
• Effective cross-functional team management
• Outstanding communication skills, confident in presenting to various audiences
• Ability to work with large teams

MEASURES & GOALS

(How success will be measured and expected outcomes)

OBJECTIVE

MEASURE

FREQUENCY

Manage the Sales Support Team proficiently and complete responsibilities independently

Achievement of KPIs as outlined in Career Pathways

Target to work independently within 12 months, with weekly reviews with the Sales Support Manager and quarterly reviews with the Head of Sales Support