UK Sales Team Lead (Cape Town based)

Role Duties and Responsibilities: Addressing system problems immediately by ensuring the customer's needs has been addressed and raising the issues with the relevant operations and technical teams On-floor support to agents ensuring any questions by customers are answered accurately and within the relevant policy wording scope With assistance from the leadership team, record and resolve all customer complaints according to the complaints process Work with the client services training team to continuously update phone and email scripts to ensure relevancy, and continuous improvement Ensure the team deliver the required sales and lead conversion results Daily and Weekly Lead, Sales, and Agent performance Quality Assurance & Sales Validation Weekly and Monthly performance reports (internal & external) Client Services target reconciliation and commission reports  Monitor agent performance and conversion rates to proactively raise any drop in standards or performance Monitor discount codes to ensure agents stay within the allowed discount range Support the operations team with any special projects, for example, audits or process changes Take the lead on issues or improvement areas raised by the agents, ensuring tickets are logged and progressed by the various teams Put measures in place to ensure good governance and best practice for example sales funnel management, sales team workflow, compliance considerations and data control Monitor leave schedules to ensure leave days are managed appropriately, and agents are well-rested without compromising service standards Incentives are planned and signed off by the leadership team Work closely with the training team to address development areas and improve the skillsets of the client services team Role Qualifications and Experience: Have at least two years' experience leading a team; Have at least 5 years' post qualification experience in a commercial environment; Have a qualification (or experience) relating to management, finances, marketing or sales; Insurance and / or contact Centre experience will be preferred. Be active and enjoy a fast-paced environment where they can think on their feet; Enjoy engaging with team members and peers and building relationships with clients; Be a team player and motivator; Love learning, chasing targets, and problem-solving; Have good bicycle knowledge and are interested in the technical aspects of cycling.