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 be able to access the office.
Business Support Team Leader Main Duties & Responsibilities:
Team Leader:
* Provide ongoing support, coaching and direction to the Business Support Team
* Undertake regular team briefings with the Team
* Monitor daily tasks completed by the team 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, escalating any concerns to the UK Business Development Manager
* Complete weekly one‑to‑one meetings with the Business Support Team to discuss current performance, progress and general updates, identify support required and ensure notes are recorded
* 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, providing access to all resources and information they need
* Carry out probation review meetings for new Business Support Representatives with the UK Business Development Manager (formal at 6 months, interim at 3 months)
* Carry out annual appraisals with the UK Business Development Manager
* Take responsibility for the conduct, appearance and welfare of the team, escalating any concerns to the UK Business Development Manager, Chief Operating Officer and HR and participating in disciplinary, capability or grievance matters in accordance with Company Policies
* Escalate any staff concerns to the UK Business Development Manager
* Lead by example and set high standards within the team
* Act as a key holder for the office when required
* Liaise with the UK Business Development Manager regarding all holiday and leave requests
Lead Generation & Campaigns:
* Drive outbound call activity to produce leads and book appointments for the Business Development Representatives with an emphasis on high quality
* Use initiative to identify and follow up opportunities with schools, local authorities and third parties not currently using any part of the business, establishing connections and booking meetings for the Business Development Representatives
* Produce daily and weekly reports on potential revenue, calls and meetings booked, reporting 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 (booking meetings with schools, LAs, European enquiries and private parents)
* Arrange demonstrations and taster sessions
* Prepare and send quotes, orders and supporting documentation in line with pricing guidelines and update the system accordingly
* Provide guidance and feedback to BDRs, Account Managers and Marketing via daily reporting to support strategic planning
* Contribute to the continuous improvement of outbound call processes to increase effectiveness and conversion rates
Business 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 a 1‑hour lunch break.
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