Customer Sales And Service Manager

The Customer Sales and Service Manager is responsible for driving the Customer Sales and Service team to achieve and exceed their goals. The Customer Sales side of this role includes renewal activity (other products from our portfolio sold will also be included), online renewal assistance and direct to consumer sales activity, to drive higher conversion rates and increase revenue. This is a key element for the growth of the Group into the future. The customer service elements would include product/coverage support, desk-based account management (which includes providing second line support to larger groups/large corporate businesses in multiple locations), lead generation and general enquiries.

Structure: This role reports to the Commercial Director and will have a team of 8 reporting to them. These would include Team Leaders, Renewal Sales, Administration and Customer Service roles.

Key Deliverables and responsibilities:

• Proactive outlook to drive the team. Designing appropriate incentives, reporting, MI, KPI’s and motivation to drive revenue growth.
• Achieve team-based goals and KPI’s, as well as managing individual performance.
• Lead generation/management across different teams.
• Proactively develop new business opportunities following lead generation activity.
• Customer service support to dealers and consumers. Providing a wide variety of product/coverage related queries and giving clear, concise communications to consumers.
• Developing and maintaining key strategic relationships with other teams within the company.
• Desk based account management. Working closely with the field-based Account Management team to provide day to day support functions.
• A level of interaction with customers who have queries/complaints
• When dealing with all products, must ensure a robust, compliance and regulatory training framework is in place.

Competent in:

• Managing a team and driving sales activity
• Building relationships with colleagues and customers at all levels

Behavioural competencies:

• Teamwork
• Good, authentic communication
• Integrity
• Reliability
• Initiative
• Decision making
• Planning and analysis
• Strong knowledge of the product, industry, and customer
• Embracing change
• Ownership and accountability
• Problem solving
• Be a champion of core values at all times