Sales and Retention Team Leader

Job Details: z Sales and Retention Team Leader

Full details of the job.

Vacancy Name

Vacancy Name z Sales and Retention Team Leader

Vacancy No

Vacancy No VN528

Employment Type

Employment Type

Full-Time

Location

Location Remote

Our Mission

Happy, healthy pets, make for happy, healthy people.

We aim to strengthen the unique bond between pets and their parents through our innovative products and services, enabled by brilliant colleagues who embody our values of performance, exploration, togetherness, and sustainability.

Our Journey

In 2016 we set out to focus entirely on pet insurance with pets and families at the centre of our business strategy and in 2017 launched a new brand, Every Paw.

To offer our customers a choice of insurance options for their pets, we also focussed on finding the right partners to support our growth ambition and our first big partnerships with Sainsbury and Argos, went live in 2019.

Many talented colleagues have joined us, and we now partner with a number of fantastic brands across the retail, charity and financial services sectors. We’ve developed new capabilities, new platforms and new services specifically for our partners to achieve the best customer experience. Over the last 6 years, the number of pet parents we support has grown five-fold to over half a million in 2023.

Together we’ve built the leading Pet Partnership business in the UK and are proud to support and engage pet parents every day to ensure happy and healthy pets.

Our ambition

We’re delivering long-term success and growth through empowerment and strong collaboration focusing on our two own brands;
Every Paw and Pet Protect and building great relationships with our partners to provide market leading products, innovative new services, simplicity and a great customer experience. Our goal is to support over 1 million pet parents by the end of 2026.

Pinnacle Pet UK provides great opportunities for those who love pets, want to learn, be challenged and develop. As a team, we are focused on performance and great customer outcomes. We support each other to achieve our individual and collective goals and have a culture where everyone can be authentic, diverse and innovative and truly be the best version of themselves supporting what we do best – pets.

• Leading a team of Sales consultants to make compliant sales, retains and other activity
• Manage all direct and partner telephone lines, ensuring agent’s available time is utilised effectively at all times.
• Supporting the team and problem solving to ensure a smooth operation
• Motivating team to perform and meet targets
• Managing team and their performance including handling any HR issues
• Ensuring team members are coached to achieve ongoing improvement
• Ongoing development of team on both a professional and personal level
• Involvement in client interactions
• Delivering feedback, holding reviews and meetings
• Attending meetings, launches and similar company interactions
• Involvement in script updates, testing, changes and sign offs
• Reporting and analysis
• Keeping accurate and updated procedures and ensuring procedures written for new processes.
• Meeting the Training and Competence document standards
• To cover the duties of Team Manager in times of absence.
• To carry out any ad-hoc duties delegated by the Team Manager to support existing or new campaigns.
• To hold Team meetings & communication sessions from time to time.
• To ensure all Consultants are kept up to date with any identified changes to procedures & all best practices are shared.
• Help identify any ways the team can improve the department’s efficiency or reduction in department costs.
• Ability to articulate clearly & fluently in writing, in meetings, on a1-2-1 basis or with customers over the telephone.
• Ability to coach & motivate an individual or Team to participate in a high performance culture.
• Ability to troubleshoot any product or system issues the Team may have to a satisfactory resolution.
• Ability to adopt communication style in line with the audience or the individual concerned.
• To performance manage Team & direct reports in a timely manner, keeping paperwork up to date.
• To proactively look at processes & procedures to improve the customer journey or reduce Company costs.
• To manage change in a proactive & positive way.
• Ability to retain a high volume of product knowledge.
• Time Management.

• Proven experience in supporting colleagues with escalations
• Proven experience of managing and motivating staff
• Ability to meet targets and SLAs
• Excellent communication skills, verbal and written
• Good attention to detail and levels of accuracy
• Ability to organise and prioritise
• Self-motivated and able to manage own time effectively