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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. The Team Leader 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 access the office.
Main Duties & Responsibilities
* Provide ongoing support, coaching and direction to the Business Support Team.
* Conduct regular team briefings.
* Monitor daily tasks and ensure activity levels are on track.
* Track and review performance of the Business Support Team, including weekly targets such as call rates and meetings booked, and elevate any concerns to the UK Business Development Manager.
* Conduct weekly one-to‑ones with the team to discuss performance, progress and updates, identify any support required and record notes.
* Participate in the recruitment process of new Business Support Representatives.
* Ensure a comprehensive induction plan is in place and carried out for all new starters.
* Carry out probation review meetings for new Business Support Representatives at 6 months (and an interim meeting at 3 months).
* Conduct annual appraisals with the UK Business Development Manager.
* Be responsible for the conduct, appearance and welfare of the team and address any staff concerns.
* Lead by example and set high standards within the team.
* Serve as a key holder for the office when required.
* Liaise with the UK Business Development Manager regarding holiday and leave requests.
Lead Generation & Campaigns
* Drive outbound call activity to produce leads and book appointments for the Business Development Representatives, focusing on high quality.
* Identify and follow up on opportunities with schools, local authorities and third parties to establish connections.
* Produce daily and weekly reports on potential revenue, calls and meetings booked.
* 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.
* Arrange demonstrations and taster sessions.
* Prepare and send quotes, orders and support documentation in line with pricing guidelines, and update the system.
* Provide guidance and feedback via reporting to BDRs, Account Managers and Marketing to support strategic planning.
* Contribute to continuous improvement of outbound call processes to increase effectiveness and conversion rates.
Qualifications
* Experience in a similar role.
* Confident on the phone.
* Target driven.
* 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 a 1 hour lunch break.
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