Team Leader, Management

In 2010, Pall Mall was born, a family run business with a clear vision. Fast forward 16 years and we have massively developed the business, trebling our workforce and laying down clear and ambitious growth plans for the future.

Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients and our vision is to be recognised and respected as the most patient-centric private healthcare provider in the north-west, by providing our patients with the best possible care, treatment and outcomes.

Our patients place enormous trust in us during one of the biggest decisions of their lives. They deserve exceptional care, rapid access to expert advice and genuine reassurance whenever they need it.

Salary from £30,000 plus commission

Hours Full Time | 37.5hrs

Location Manchester

This is a hands-on leadership role for someone who genuinely enjoys getting the best out of people. You'll be responsible for leading a team of customer-facing colleagues, driving sales performance, coaching individuals, maintaining high standards and making sure every patient receives an exceptional experience.

We're looking for an ambitious, motivated and people-focused Team Performance Manager to join our growing Sales & Customer Operations team at Pall Mall Medical.

You won't be sitting on the sidelines - we're looking for someone who is comfortable getting involved, listening to calls, coaching in real time, reviewing performance and having the conversations needed to help people improve.

You’ll work closely with the wider management team to deliver our commercial and customer experience targets, whilst helping to build a positive, accountable and high-performing culture.

• Lead, motivate and develop a team of Sales/Customer Specialists.
• Take ownership of team performance against agreed sales, conversion, activity and customer service KPIs.
• Hold regular 1:1s, performance conversations and call coaching sessions.
• Listen to calls and provide structured, meaningful feedback and coaching.
• Identify individual strengths and development areas and create clear action plans.
• Set the tone for the team each day through strong communication, focus and accountability.
• Monitor daily performance and take action where results or behaviours are below expectation.
• Support onboarding, training and ongoing development of team members.
• Ensure team members follow agreed processes, systems and minimum standards.
• Work closely with other Team Leaders and Team Peformance Managers to share best practice and improve performance.
• Support the management team with recruitment, induction and team development where required.
• Identify opportunities to improve processes, customer journeys and sales performance.
• Deal confidently with escalations, complaints and challenging customer situations.
• Produce and communicate regular performance updates to management.
• Lead by example and demonstrate the behaviours and standards expected from the team.

• Led from the front. You understand that great leadership isn't just about telling people what to do — it's about demonstrating the standards yourself.
• Coached rather than simply managed. You know how to listen, identify the real reason someone isn't performing and help them improve.
• Used data to drive performance. You're comfortable looking at KPIs, spotting trends and turning numbers into actions.
• Created accountability. You're supportive and approachable, but you're also comfortable having the difficult conversations when standards aren't being met.
• Improved things. You naturally look for better ways of working and aren't afraid to challenge the status quo.