About the role
The Sales Support Team Leader is responsible for the day-to-day leadership, performance and quality management of a Sales Support Team, ensuring the delivery of a first-class administrative and client support service to the sales function.
Reporting to the Operations Manager, this role combines hands-on technical expertise with people leadership, workload management, and quality assurance, acting as a key operational bridge between front-line delivery and operational management.
The role requires close collaboration with consultants, insurers, & internal stakeholders to ensure that all sales support activity is delivered accurately, compliantly and in line with agreed service standards, operational KPIs and FCA regulatory requirements.
A Team Leader will also maintain a small client portfolio to support our sales teams in delivering a professional client service and the administration of products across our commercial and/or consumer health, protection and wellbeing insurance ranges and/or workplace pension offering.
Key Responsibilities & Accountabilities
Leadership & People Management
- Provide day-to-day leadership and supervision of the Sales Support Team, ensuring tasks are allocated effectively and deadlines are met.
- Act as line manager for Sales Support Administrators, including regular 1:1s, performance feedback and absence management.
- Coach, train and mentor team members, supporting their ongoing development and progression.
- Deputise for the Operations Manager where required on Sales Support–related matters.
- Act as a positive role model, promoting professional standards, collaboration and accountability.
Operational Delivery & Quality Management
- Oversee the accurate and timely processing of new business, renewals and mid-term adjustments across applicable product lines.
- Implement and maintain peer review and quality assurance checks, addressing errors, trends and training needs.
- Monitor team workloads, capacity and productivity, escalating risks or resource pressures as appropriate.
- Support the Operations Manager with the monitoring of operational KPIs, SLAs and service standards.
Client, Consultant & Stakeholder Support
- Act as the primary escalation point for complex or sensitive sales support queries from Consultants, Clients and Insurers.
- Maintain strong working relationships with internal and external stakeholders to ensure smooth service delivery.
- Represent the Sales Support function professionally at meetings and internal forums when required.
Compliance, Controls & Best Practice
- Ensure all activity complies with FCA regulations, Treating Customers Fairly principles and internal policies.
- Handle customer and business data in accordance with GDPR and data protection requirements.
- Identify process improvements and efficiencies and work with the Operations Manager to implement best practice.
- Support the development and embedding of documented procedures and training materials.
General Responsibilities
- Maintain a safe and organized working environment.
- Undertake any other reasonable duties as requested by the Operations Manager, Directors or senior leadership team.
Key Skills & Competencies
- Proven experience in a senior sales support or team supervisory role.
- Strong operational knowledge of at least 1 product area (Group Risk / Health Insurance / Private Medical Insurance) with a commitment to develop knowledge in additional product areas.
- Demonstrable leadership, coaching and people management skills.
- Excellent organizational skills with the ability to manage competing priorities.
- High levels of accuracy and attention to detail.
- Confident communicator with strong written and verbal skills.
- Proactive problem solver with the ability to identify and implement improvements.
- Ability to work under pressure while maintaining service quality.
- Strong working knowledge of company systems, CRM platforms and Microsoft Office.
Responsible For:
- Sales Support Team performance and day-to-day delivery.
- Quality assurance and workload management within Sales Support.
- Company laptop and associated equipment.
Qualifications
- Educated to GCSE standard or equivalent, including passes in Mathematics and English.
- Attained or a willingness to study for relevant professional qualifications.
Benefits:
- Company events
- Employee stock purchase plan
- Private medical insurance
Work Location: In person
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