Team Manager - Sales, Retention and Customer Experience

London, England, United Kingdom

1/28/2025

The Team Manager leads a team within a dynamic, customer-focused environment, ensuring that sales, retention, and customer service goals are met while fostering a positive and engaging workplace. Through effective coaching, development, and performance management, the Team Manager motivates the team to deliver exceptional results, achieve key business objectives, and maintain customer satisfaction. The Team Manager will be responsible for managing daily workload and planning effectively to ensure coverage across operational hours.

This job description outlines the key responsibilities and expectations for the Team Manager role. The specifics may evolve to meet changing business needs.

WHAT YOU’LL WORK ON

• Leadership & Team Development:
• Lead, motivate, and mentor a team to achieve sales, retention, and service objectives.
• Conduct regular coaching sessions to enhance individual and team performance.
• Develop training plans aligned with team and individual career growth aspirations.
• Sales and Retention Management:
• Develop and implement strategies to drive sales and customer retention.
• Monitor and analyse sales and retention metrics, identifying areas for improvement.
• Collaborate with stakeholders to create campaigns or solutions to boost customer loyalty.
• Operational Excellence:
• Plan and organise resources to ensure coverage during operational hours.
• Allocate workloads effectively, ensuring timely and accurate handling of customer requests.
• Monitor KPIs and Service Level Agreements (SLAs), taking action to meet targets.
• Customer Relationship Management:
• Build and maintain strong relationships with customers, acting as a point of escalation when required.
• Oversee complaint resolution, ensuring issues are resolved professionally and in a timely manner.
• Use customer feedback and insights to improve service delivery and customer experience.
• Performance and Compliance:
• Regularly review team performance, ensuring adherence to policies and procedures.
• Use data and reports to assess team productivity and identify opportunities for improvement.
• Ensure compliance with health, safety, and security policies at all times.
  
  

WHAT WE’RE LOOKING FOR

• Proven experience leading and motivating a team in a sales, retention, and customer service environment.
• Results-oriented mindset with a track record of achieving sales and retention targets.
• Strong interpersonal skills, with the ability to build relationships and resolve complex customer issues.
• Proficiency in using IT systems, including CRM tools, MS Excel, and data analysis software.
• Excellent organisational skills, with the ability to prioritise tasks and meet deadlines under pressure.
• Innovative thinker who can identify opportunities for improvement and implement solutions effectively.
• Resilient, adaptable, and able to remain calm under pressure
• Strategic and creative thinker with a customer-centric approach.
• Team player with the ability to foster a positive and inclusive work environment.
• Strong communicator, capable of engaging with stakeholders at all levels.
  
  

WHAT WE OFFER

• 5% employer pension contribution for 5% employee contribution
• Life Insurance 4x annual base salary
• Wellbeing programs
• Eye care voucher reimbursement (up to £20)
• Enhanced Maternity, Paternity and Adoption pay
• Up to £80 per calendar year towards noise cancelling headphones
  
  

WORKING AT EMED

Whether you work in one of our amazing offices, clinics or part of our remote clinician workforce, eMed is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

At eMed our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all employees can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.