Telesales Manager

Location: Wednesbury

Telesales Manager (Working From Home)

Salary: £50,000 to £55,000 per annum

About the Role

We are looking for an experienced and commercially driven Telesales Manager to lead our Customer Care & Sales Operations function. This is a key leadership role focused on delivering an exceptional customer experience while driving sales growth through proactive customer engagement, quoting excellence, and effective follow-up.

The successful candidate will build, coach, and develop a high-performing telesales and customer care team, creating a culture focused on service quality, accountability, and revenue generation.

You will play a vital role in improving quote conversion, strengthening customer relationships, re-engaging existing accounts, and developing long-term sales opportunities within a complex, technical business environment.

Industry experience within metals, manufacturing, or industrial services would be advantageous; however, we are primarily looking for a strong people leader with a proven track record of improving customer experience and sales performance.

Key Responsibilities

Telesales & Customer Engagement

* Lead inbound customer interactions, ensuring enquiries are handled professionally and converted into sales opportunities.

* Oversee quoting activity with a focus on speed, accuracy, and commercial results.

* Drive structured quote follow-up processes to improve conversion rates and customer retention.

* Ensure customers receive a high-quality, consultative sales experience.

Sales Growth & Account Development

* Identify opportunities to grow revenue through proactive customer contact and relationship management.

* Re-engage dormant customers and develop strategies to win back lost business.

* Maintain strong relationships with key and high-value accounts.

* Support onboarding activity for new customers, ensuring a positive first experience.

* Identify upselling opportunities across products, services, and solutions.

Team Leadership & Development

* Recruit, train, coach, and retain a successful telesales and customer care team.

* Build a positive, high-performance culture focused on customer satisfaction and commercial success.

* Provide ongoing coaching, feedback, and development opportunities.

* Motivate a distributed team to achieve individual and business objectives.

Operational Excellence

* Work closely with internal teams including Sales, Purchasing, Logistics, Finance, and Operations to resolve customer issues.

* Ensure accurate use of CRM, ERP, and sales systems to support quoting, reporting, and customer management.

* Support pricing processes and commercial decision-making where required.

* Identify opportunities to improve processes, efficiency, and customer service standards.

Performance Management & Improvement

Monitor and improve key performance indicators including:

Quote conversion rates

Response times

Customer satisfaction

Sales activity levels

Revenue performance

Provide regular reporting and insights to senior leadership.

Lead continuous improvement initiatives across the customer care and sales function.

About You

You will be an experienced sales or customer service leader who thrives in a fast-paced, customer-focused environment.

You will have:

Proven experience managing a telesales, customer care, sales support, or service-led team.

A strong track record of improving sales performance through customer engagement and follow-up.

Experience coaching, developing, and retaining high-performing teams.

Excellent communication, organisation, and problem-solving skills.

Strong commercial awareness with a customer-first approach.

The ability to quickly understand technical products and complex business processes.

Experience using CRM and ERP systems.

A data-driven approach with a focus on continuous improvement.

Experience with in metals, manufacturing, engineering, or industrial services is beneficial but not essential.

Key Competencies

Leadership and team development

Customer relationship management

Sales execution and conversion improvement

Coaching and mentoring

Process improvement

Commercial decision-making

Strong attention to detail

Excellent communication skills

Key Working Relationships

You will work closely with:

* Purchasing & Logistics Manager

* National Sales Team

* Financial Controller

* Accounts & E-commerce Analyst

* Senior Leadership Team

Additional Information

The role may require some travel, including initial travel to North America for training.

Responsibilities and reporting requirements may be amended from time to time to meet business needs.

Ready to Lead Sales Growth?

If you are an experienced telesales leader who is passionate about developing people, improving customer experiences, and delivering measurable commercial results, we would love to hear from you