Sales Hub Manager

As a sales driven individual you will be responsible for the effective management of the sales call hub ensuring each enquiry or lead is effectively managed and every opportunity is maximised by the team. You will also be responsible in ensuring that the team are fully informed of the wider directorates sales targets and that the team are driven to achieve a range of set KPI?s. You?ll be fully involved in the day to day running of the team, allocating workload to each team member and ensuring first class customer service is delivered. You?ll motivate, train and coach team members and assess performance. Continuously reviewing and improving processes and evolve the overall SO Resi customer service offering. You?ll lead by example in demonstrating the SO Resi and MTVH values. You will be setting up and embedding this new team to ensure that customer interactions are answered and effectively responded to by staff within agreed time scales and in an appropriate manner. As well as strategically planning areas of improvement or development you'll be responsible for meeting and setting up service targets. You'll coordinate and motivate staff and manage staff recruitment. You will liaise with internal teams and external partners stakeholders to ensure that information supplied to customers are accurate and up to date.

• To drive the performance of the Sales Hub to ensure that the directorate wide sales target are achieved
• To set, manage and continuously monitor performance KPI?s for both lead management and customer service levels
• To monitor and manage the telephony system and pursue any system updates that could enhance customer service levels
• Manage the daily running of the sales hub, including sourcing equipment, effective resource planning and applying call centre strategies and operations
• Undertake needs assessments, performance reviews, costs and ensure SLA?s are maintained, achieved and created if required
• Ensure all relevant communications and data are updated and recorded
• Advise customers on products and services available
• Liaise with team leaders, agents and third parties to gather information and resolve issues
• Maintain up-to-date knowledge of industry developments and involvement in networks
• Monitor random calls to improve quality, minimise errors and track performance
• Co-ordinate staff recruitment, write job adverts and liaise with HR staff
• Review the performance of staff, manage sickness, appraisals, identify training needs and plan training sessions
• Coach, motivate and retain staff
• Record statistics, user rates and the performance levels of the team
• Prepare reports on these statistics, rates and performance levels
• Organise shift patterns and the number of staffs required to meet demand
• Identify bottlenecks and suggest solutions
• Continuously innovating our service to improve the customer experience and strategically planning for future growth.
• Regularly review processes and training manuals ensuring that they are well documented, customer focused, efficient and up to date.
• Handle the most complex customer complaints or enquiries, resolving any escalations to a high professional standard and in-line with policies.
• Work closely with other cross functional teams and fostering healthy working relationships, in particular: Marketing Operations, New build Sales, Resales, and After sales, Customer Care and Homeownership teams.
• Ensuring Salesforce CRM is up to date and usage standards are maintained and taking responsibility for updating customer marketing communications in Salesforce CRM. Working closely with IT to troubleshoot any technical issues are followed through and completed.
• Ensuring legislative and regulatory guidelines and policies are followed at all times.
• Carrying out other duties as may be assigned by line Manager from time to time.
  
  We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document Our promise Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ?Serving people better every day? to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme. We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other?s wellbeing. We provide a platform of Network groups for employees to share views, tell us what we?re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
• Gender
• Ethnicity
• LGBTQ+
• Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!


• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ?Beliefs day? once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit ? interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation