Sales Support Team Lead

JOB TITLE: Sales Support Team Leader

JOB LOCATION: Belfast

TERMS: Permanent, hybrid working.

THE JOB

Sales Support remains a key area for us and central to the customer experience we deliver. We have an exciting opportunity within the Sales Support team for a Team Lead, to assist in the day-to-day management and ensure smooth running of the Sales Support team. They will also undertake administrative job duties as it pertains to the Sales department. The Team Lead will ensure key tasks are allocated and completed within agreed timeframes.

WHAT WILL YOU BE DOING?

• Manage the team on day-to-day basis and provide the first hand support to team internal escalations.
• Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role.
• Proactively identify and resolve issues impacting customers/sellers/creators by working with team, peers, and management.
• Review and implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements.
• Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.
• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.
• Conduct trend analyses on customer satisfaction and other core measurements. Implement strategies to improve future operation results.
• Manage and monitor staff and team level utilization rates, team productivity, and schedule adherence (manage absenteeism) to make sure the final productivity goals are met.
• Develop and maintain relationships with clients by attending cross-team / cross-site meetings and responding to client feedback.
• Work with the Readiness, SOP, QA, Training and System teams to optimize new and existing processes impacting customers/sellers/creators.
• Maintain the weekly/monthly/bi-monthly reviews with teams and internal stakeholders.
• Work with Recruitment to identify, interview, and recruit top talent.

WHAT WILL YOU BRING?

• Previous team leader experience.
• People management experience, including managing absence, conflict resolution, coaching, goal setting and supporting with professional development.
• Excellent communication skills.
• Strong stakeholder management experience and the ability to build and maintain good relationships internally and externally.
• Experience working to tight deadlines in a busy environment while ensuring there is no drop in quality of work.
• You will be a results orientated team player, willing to get stuck in and support the team to meet KPIs and SLAs.
• Significant experience working directly with customers and providing an excellent customer service in line with Fibrus core values.
• Competent in using MS Office and CRM software.

IS FIBRUS FOR ME?

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption.

As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain!

We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

HOW TO APPLY

To apply to join the Fibrus family, please do so online and our recruitment team will be in contact with you once we’ve had a chance to have a look at your application.  We wish you the best of luck and thank you for your interest in this role.

At Fibrus we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We’re happy to discuss flexible working – there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.

All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications.

Fibrus and Viberoptix (our partner organisation) belong to the Infracapital group of companies and operate as Fibrus Networks Ltd, Fibrus Networks GB Ltd and Viberoptix Ltd.  We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email [email protected] if you do not wish us to retain your information or do not wish for us to share your information. 

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best.

Our culture is focused on trust, collaboration, growth and flexibility. We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption. As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain! We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

To apply to join the Fibrus family, please do so online and our Recruitment team will be in contact with you once we’ve had a chance to have a look at your application. We wish you the best of luck and thank you for your interest in Fibrus. #Fibrus