Sales Improvement Co-ordinator - Swindon, United Kingdom - Sanderson Recruitment Plc

Sanderson Recruitment Plc
Sanderson Recruitment Plc
Verified Company
Swindon, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Telephony Sales Improvement Co-ordinator

  • Bristol (Hybrid Working)
  • Remuneration: £28, ,000


Sanderson have partnered with a leading financial services provider to identify an Telephony Sales Improvement Co-ordinator to help drive the next level of their Telephony transformation.

The Telephony Sales Improvement Co-ordinator are key to keeping quality standards high, driving performance and making sure that third party Sales Agents have all the material they need to make sure customers have the best possible experience.

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Responsibilities

  • You'll support the design of training modules for SunLife core products.
  • You'll support the creation of ad hoc training material and scripts and give confidence that they are 100% compliant and customer focused.
  • You'll contribute to audits of agent training, induction, product material, mandatory tests and customer journeys.
  • You'll have a passion for customer journeys and have bags of energy to keep getting better at what we do, and you'll be driving conversion by reviewing processes and make improvements
  • You'll coordinate all Telephony requirements for new initiatives, new products and propositional change.
  • You'll have knowledge of Telephony processes both internally and in our 3rd parties, including Telephony IT systems.
  • You'll know what's happening in the market around legislation and what the competition is up to.
  • You'll attend and contribute to Supplier quarterly call levelling ensure our Quality Assurance consistency remains robust.

Experience needed

  • Experience of sales training and journey improvement in a nonadvised Call Centre environment
  • Experienced of how telephony scripts work in terms of Financial Promotions, Compliance and Customer Experience measures.
  • Ability to build strong relationships with internal and external stakeholders
  • Effective communication and interpersonal skills and a strong negotiator
  • Sales and customer focus
  • Agent capability will be maximised by drawing on compliance, process, systems, technology & sales techniques
  • Internal controls will be robust and demonstrate that all Sales process guides, training material, scripts and IVRs are up to date and compliance issues are identified and remedied.
  • Continuous improvement is at the heart of everything you do; you'll be inviting and documenting feedback from suppliers and you'll support the implementation and tracking of improvements that will drive sales.
  • You'll identify improvements, create business cases and implement the improvements to increase conversion and sales opportunities
  • Your passion for the customer will be reflected in your continuous improvement drive, making improvements to training, processes and journeys, to exceed our targets and beat the competition
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