The Sales Team Lead plays a vital role in delivering Kinly's mission by leading a high-performing sales team. The role focuses on developing advisors, driving consultative sales performance, and ensuring consistent, exceptional customer experiences. It also involves managing team productivity and collaborating across functions to support continuous improvement. This role reports to Emily Tickell (ET).
Responsibilities
* Monitor and drive team performance across key metrics including conversion, call efficiency, call volume, quality, and customer experience.
* Proactively manage low performance and handle difficult conversations, including disciplinary procedures where required.
* Provide regular feedback and development plans to help advisors progress through defined skill levels and career pathways.
* Support the team in handling escalations, complex customer scenarios, and complaints.
* Ensure consistent adherence to process, compliance requirements, and CRM accuracy.
* Use data insights to identify performance gaps, behavioural trends, and opportunities for improvement.
* Coordinate team schedules ensuring a balance of daily and ad‑hoc tasks and schedule adherence within the team.
* Create a positive, collaborative, inclusive team culture aligned with Kinly's mission and values.
* Partner with cross‑functional colleagues (Training, Coaches, Ops) to improve processes and customer experience.
* Work with coaches to lead and support a team of Sales Advisors to deliver effective, consultative customer conversations, deliver 1:1s and performance reviews in line with company timelines.
* Achieve team conversion performance consistently meeting or exceeding targets.
* Deliver consistent productivity, including call volume, call efficiency and balanced call duration.
* Maintain low cancellation rates, demonstrating strong quality and suitability of deals.
* Maintain CRM and process compliance at a high standard across the team.
* Improve capability across the team, evidenced by advisor progression through skill levels.
* Foster a positive team culture, measured through engagement, retention, and peer feedback.
* Effectively manage escalations, with the majority resolved at team lead level.
Learning Outcomes
* Advanced mentoring techniques, developmental conversations, and performance management skills.
* Enhanced understanding of data interpretation and performance trends.
* Strategic leadership skills, including prioritisation, delegation, and influencing stakeholders.
* Cross‑functional understanding gained through collaboration with Operations, QA, Training, and Product teams.
* Broader exposure to projects and initiatives that shape the customer experience and department strategy.
Qualifications and Skill Set
* Strong alignment with Kinly's mission.
* Experience in a sales, team management, or customer‑facing environment, preferably in consultative sales.
* Demonstrated ability to motivate, coach, and support others to grow capability and performance.
* Confident communicator with the ability to influence, guide and provide actionable feedback.
* Strong analytical mindset – able to interpret performance data and translate insights into action.
* Highly organised with excellent time‑management and prioritisation skills.
* Proactive problem‑solver with resilience and sound decision‑making.
* Leadership & Development: Ability to support both underperformance and high‑performance through structured, empathetic coaching.
* Data‑driven Decision Making: Able to identify trends and generate actionable insights from performance data.
* Sales Expertise: Deep understanding of consultative sales behaviours and what "good" looks like across all skill levels.
* Communication Mastery: Clear, confident, adaptable communication – both written and verbal.
* Team Collaboration: Supports others, fosters a positive culture, and maintains strong internal relationships.
* Customer‑Centric Mindset: Ensures high‑quality customer experiences and positive outcomes at every touchpoint.
Company Mission
Kinly is dedicated to supporting older people across the UK by helping them navigate and access various benefits and services available to them. Committed to making a difference, Kinly empowers individuals to live independently for longer while enhancing their quality of life.
Salary: £35,000–£40,000
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