If you’re looking for a boring office job where you can hide behind your computer screen, then we’re not the place for you Everyone who works for Team RH is an exceptional person, creative, hard-working and talented. We have incredibly high standards and are on the hunt for world-class people who’ll blow us away with their talent and passion. Before we get to the good stuff, we have a couple of ground-rules we want to make clear: Interview attire is left to you to decide what you think is appropriate. If this is an issue, let us know and we’ll see you right. If you think that doing a virtual interview from your bed is acceptable, jog on. We don’t employ smokers - we’re a health and fitness company and everyone who joins us should be clued up enough to know that smoking isn’t good for you or your health. Arrive on time for your interview. Unless you have a valid excuse, we won’t wait around for anyone who can't do the basics. Zero toxicity. Our culture is the most important thing here and we won’t stand for anyone gossiping or being negative in work. We have incredible, kind and caring people working with us and we’ll protect them at all costs. Some people will turn their noses up at the above - that’s fine, they can go and work somewhere else. However, if you’ve read up to here and you think you want to join a team of world-class, super-driven and kind-hearted people, then let’s get to the good bit… Job Description As a Sales Team Leader at Team RH, you will be responsible for delivering a world-class sales experience to our members. We are looking for the right individual to work closely with the Customer Experience Supervisor to deliver key business objectives across the sales team, reporting to the Head of Customer Experience. You will be a strong communicator with exceptional leadership and people skills who is passionate about sales and people in order to drive a successful sales culture. And have a proven track record in leading and motivating sales teams to achieve and exceed targets. You will have extensive sales experience and a strong understanding of sales methodologies and performance management, analysing daily, weekly and monthly performance. You are passionate about sales and will analyse and streamline the sales journey to improve efficiency and maintain standard operating procedures. You’ll be the first point of contact for any potential members, so it’s important that you can get them excited about joining our team and ensure that they have a positive experience with our app, products and services throughout the whole customer journey. This is a hybrid role - you will be required to work between home and our Team Valley offices, depending on the timing of your shifts after 2-month in-house training. This is a 37.5hr permanent contract role, we are looking for someone flexible who can cover weekends and bank holidays. Our CX operating hours are 7 days a week (including bank holidays, apart from Christmas day). During your training period, you will be required to work fully in-house for two months contracted hours during our opening times on a rota basis (Monday-Thursday 8am-6pm, Friday & Saturday 8am-12:30pm Sunday 10am-4pm), at our Team Valley offices. Leadership and Team Development Lead, motivate, and coach a team of Customer Experience Advisors, fostering a positive and productive work environment. Champion our customer-centric culture by ensuring all team members embody our company values and service standards. Monitor and analyse customer feedback, identifying trends and opportunities for continuous improvement. Develop and implement strategies to enhance customer satisfaction and loyalty. Mentor and train team members on best practices for resolving enquiries and complaints effectively. Manage team performance, including setting targets, providing regular feedback, and handling performance issues. Escalate complex customer issues to the appropriate teams while keeping the customer informed throughout the process. Adhere to all company policies and procedures, ensuring a safe and compliant working environment for the team. Contribute to the development and implementation of new customer service initiatives. Skills and Experience Minimum of 2 years' experience in a customer service leadership role. Proven track record of successfully leading and motivating a team. Excellent communication, interpersonal, and conflict resolution skills. Strong problem-solving and analytical skills. Ability to work effectively under pressure and manage multiple priorities. In-depth knowledge of customer service best practices. Passion for exceeding customer expectations. Proficiency in Microsoft Office Suite. Excellent internal and external communication, both verbal and written (including spelling, grammar, and punctuation). Bubbly and outgoing personality with the ability to connect easily with customers. Confidence in communicating with customers via text message, voice notes, and occasionally phone calls. Experience working towards KPIs and sales targets (beneficial). Experience managing social media business accounts (e.g., WhatsApp Business, Facebook, TikTok, Instagram) (advantageous). Tech-savvy with experience using Zendesk or similar software (highly beneficial). Knowledge of our approach to fat-loss and the Team RH app (highly beneficial). Benefits Free on-site gym Free Team RH Life Plan Free on-site bar (Alcoholic/Non-alcoholic) 25 days holiday plus bank holidays & length of service accrual Generous discounts on Team RH Merch Free annual socials Employee assistance program Enhanced sick pay Enhanced maternity, paternity, & adoption pay Pet Friendly, newly designed office