Sales Support , Team Leader

COMPANY:           IMGLocation:             Remote/Hybrid - Cardiff

Salary:                 £27,000 - £28,000 [based on experience] plus benefits

Job Title:             Sales Support, Team Leader

The Sales Support Team Leader is responsible for ensuring performance, training and development of Sales Support Staff is achieved to the required standards, meeting and exceeding client expectations.

The Sales Support Team Leader is a success enabler to the team, supporting the staff on their day to day, resolving their queries and escalations; supporting the management team to achieve the business portfolio goals; and supporting clients directly with queries or escalations. The Sales Support Team Leader works as part of the collaborative IMG Management team and to promote the company values and standards at all times.

Who are we?

IMG - Global Response provides 24/7 assistance to policy holders and corporate clients all around the world. This includes medical assistance and devices, roadside assistance, claims handling services but to name a few. 

Our aim is to ‘be there’ for our customers, in routine times and the worst times. This is a fast-paced environment with no case ever the same. 

Some of the duties of this role are:

• Maintain oversight of pending e-mails, call performance, incoming requests, staff productivity with a view to managing/maintaining service levels and escalating any known service issues
  • Ensure team efficiently works to meet and exceed client expectations
  • Meet agreed individual objectives and KPI’s
  • Promote efficiency and quality performance in all aspects of our service delivery
• Enable success of the team
  • Provide coaching, support and advice to the team members as necessary
  • Support onboarding and training of new team members
  • Ensure all staff have adequate instructions and procedures to accurately perform their roles
  • Ensure all member queries are answered in a timely, accurate and efficient manner
  • Ensure Sales Advisors promote sales in a professional way, providing accurate information
  • Ensure Customer Service representatives have all the necessary tools to support insured’s queries
  • Ensure all system notes are relevant, complete, and accurate and all tasks are timely completed
• Support Supervisor/Manager in the management of the team
  • Provide feedback for performance reviews to be delivered by Supervisor or Manager
  • Responsible to monitor attendance, receive calls from employees reporting themselves sick, update the team rota and movilise resources as needed

Some of the skills required for this role:

• Ability to develop, implement and assess performance metrics.
• Ability to inspire, on both an individual and team level, to ensure the continued enhancement of the team and its success.
• PC skills with a good knowledge of Microsoft packages, with working knowledge of MS Excel, Word and PowerPoint.
• A high degree of accuracy and attention to detail with excellent numerical skills.
• The ability to work well both independently and as part of a team.
• The ability to follow processes and efficiently collect data in a friendly and professional manner.

Do you have…….

• 1 to 2 years experience in a similar role
• Strong work ethic and the initiative and ability to work independently or in a team environment
• Attention to detail and good listening skills. Can follow complex instructions
• Good interpersonal and customer service skills (both written and spoken)
•  Experience of working in an insurance or compliance environment would be advantageous

If this sounds like the role for you, apply now and one of our advisors will be in touch to discuss the position and next steps.

What are you waiting for? We can’t wait to meet you!

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.