Baltic Recruitment are currently recruiting for a Permanent Business Support Team Leader, for a client located in Thornaby. The successful candidate will play a pivotal role in supporting the UK Business Development Manager by overseeing all aspects of business support services to the highest standard. This position involves direct line management of the Business Support Team, setting the standard for performance, professionalism, and adherence to company policies and procedures. The Team Leader is expected to lead by example, fostering a results-driven and customer-focused team environment.
In addition to managing own performance, the Team Leader is responsible for driving the team's success against agreed targets and KPIs including outbound calls, booked meetings, and the generation of gainful business leads. You will lead the team in organising a multitude of high-quality appointments for the Business Development Representatives while ensuring accurate CRM usage, reporting, and tracking. The Team Leader will advocate a proactive and professional approach to ensure all enquiries and potential revenue opportunities are fully maximised, and that every customer interaction reflects the high standards and expectations of The Company.
This is an office-based role, so candidates must either have a reliable commute or drive to able to access the office.
Business Support Team Leader Main Duties & Responsibilities:
Team Leader:
To provide ongoing support, coaching and direction to the Business Support Team
To undertake regular Team briefings with the Team
To monitor daily tasks completed by the team and ensure activity levels are on track
To track and review performance of Business Support Team including weekly targets such as call rates, meetings booked etc. and escalate any concerns to the UK Business Development Manager
To complete weekly one to ones with the Business Support Team to discuss current performance, progress and general updates, identify any support required and ensure notes are recorded
To participate in the recruitment process of new Business Support Representatives
To ensure a comprehensive induction plan is in place and carried out for all new starters and that they have access to all resources and information they need
To carry out probation review meetings for new Business Support Representatives with the UK Business Development Manager, formally at 6 months and with an interim meeting at 3 months
Carry out annual appraisals with the UK Business Development Manager
Responsibility for the conduct, appearance and welfare of your team and escalate any concerns to the UK Business Development Manager, Chief Operating Officer and HR and where necessary participate in any disciplinary/capability/grievance matter in accordance with Company Policies
To escalate any staff concerns to the UK Business Development Manager
To lead by example and set high standards within the team
Responsibility of being a key holder for the office when required
To liaise with UK Business Development Manager in relation to all holiday and other leave requests
Lead Generation & Campaigns:
Drive outbound call activity to produce leads and book appointments for the Business Development Representatives with the emphasis on high quality
Use of initiative to identify and follow up opportunities with schools, local authorities and third parties who are not currently using any part of the business to establish connections and book meetings for the Business Development Representatives
Produce daily and weekly reports on potential revenue, calls and meetings booked which are reported to the UK Business Development Manager
Maintain accurate, up-to-date contact and account information in CRM
Sales Support:
Assist BDRs and Account Managers with administrative updates and follow-up activity. This includes booking meetings with Schools, LA's, European Enquiries and Private Parents
Arrange Demonstrations and Taster Sessions
Prepare and send quotes, orders, and support documentation in line with pricing guidelines then update on system
Provide guidance and feedback on areas via reporting daily to BDRs, Account Managers and Marketing to support with strategic planning
Contribute to the continuous improvement of outbound call processes to increase effectiveness and conversion ratesBusiness Support Team Leader Applicants:
Have experience in a similar role
Must be confident on the phone
Be target driven
Have excellent communication skills
Company Benefits:
Free onsite car park
Free access to employee assistant programme
Casual office dress
Commission available
Salary is £28,000- 30,000 depending on experience. Working hours are 8am - 4.30pm Monday to Friday with 1 hour lunch break