Customer Sales Team Manager
Location: Norwich (Hybrid – minimum 3 days per week in the office)
Hours: 37.5 per week
Shift Pattern: Flexible between 8am–8pm, Monday to Sunday
Salary: Up to £32,000 per annum, depending on experience, plus monthly PRP


About the Role
We are seeking an experienced and motivated Customer Sales Team Manager to lead a high-performing team within a fast-paced, consumer-focused environment. This role involves managing a team that provides essential guidance and support to customers as they navigate important service choices. You will be responsible for maintaining strong service standards, driving sales performance, and ensuring that every customer receives informed, reassuring, and solution-focused assistance.
Key Responsibilities
Team Leadership and Development
*Lead, coach, and develop a customer sales team, providing clear expectations, structured feedback, and ongoing support.
Operational Management
*Oversee day-to-day activity
*Monitor KPIs
Customer Experience and Issue Resolution
*Ensure all customer interactions are handled efficiently, professionally, and with empathy.
*Lead the resolution of complex queries and escalated complaints, using insights to drive continuous improvement.
*Support the team in converting enquiries into sales through confident, service-led guidance.
Sales and Retention Leadership
*Coach team members to achieve targets across sales, upgrades, and customer retention.
*Strengthen customer engagement by ensuring staff understand customer needs and make informed recommendations.
Technology and Systems Oversight
*Ensure the team is confident using internal systems and digital platforms.
*Support the implementation of technology updates and improvements.
Compliance and Reporting
*Ensure adherence to all relevant policies, regulations, and safeguarding standards.
*Produce clear reports for senior leadership, covering operational performance, service quality, customer feedback, sales activity, and retention metrics.
Customer Loyalty and Ongoing Support
*Oversee renewal and retention activities, ensuring customers receive high-quality ongoing support.
*Act on feedback to enhance overall customer satisfaction and reduce churn.
Essential Criteria
*Proven leadership experience within customer service, sales, or operational teams.
*Experience in supporting sales conversion or retention activity.
*Strong operational management skills, including workflow oversight and KPI monitoring.
*Excellent customer service approach with confidence handling challenging conversations.
Desirable Criteria
*Background in consumer sales, upselling, or KPI-driven contact centre environments.
*Experience within technology-enabled or service-focused industries.
*Advanced Microsoft Office skills for reporting and analysis.
*Familiarity with customer-contact technology or platforms such as Genesys.
*Strong analytical thinking and a continuous-improvement mindset.
*Awareness of GDPR, safeguarding requirements, and compliance best practice.
Please apply now with an up-to-date CV or contact .