Sales & Customer Care Team Leader

Vet Direct is a multi-functional shop for progressive veterinary practices; fulfilling consumable, uniform, instrument and equipment needs. Vet Direct are an important part of the CVS. CVS Group plc are an AIM listed, international integrated veterinary services provider which delivers to clients through the various business areas; our veterinary practices, our service divisions (eg buying groups, diagnostic laboratories and pet crematoria etc and e-commerce division. Our success is derived from the passion our people in all divisions have for animals and making pets a priority, is at the heart of our work, every day.

Vet Direct are excited to be recruiting for a Sales & Customer Care Team Leader in a hybrid position with 3 days a week on site. The successful candidate will be responsible for managing and guiding a team of 4 sales and service advisors.

Summary of role:

Reporting to the Operations & Performance Manager, the primary areas of responsibility of this role include:

Team Leadership & Management

• Oversee the daily operations of the team
• Performance Management through KPI's and Objectives
• Monitor and evaluate team performance, conducting 1-2-1's and providing feedback
• Develop and implement sales and customer service policies and procedures
• Coordinate with other departments to resolve customer issues.

Drive Sales Performance

• Develop strategies to drive sales performance across the team
• Analyse data and trends to identify outbound call campaigns, identifying opportunities to sell our products and services.
• Set and track sales targets for the team.
• Analyse sales data to measure productivity and goal achievement.
• Clearly and persuasively showing how products or services can benefit customers.

Customer Service

• Ensure the team delivers high-quality customer service that meets or exceeds customer expectations
• Establishing ongoing connections with customers to ensure their satisfaction and loyalty.
• Handle escalated customer complaints and issues, providing solutions in a timely manner.
• Coordinate with other departments to resolve customer issues.

Training and Development

• Train new and current team members to be confident to upsell our products and services.
• Mentor team members to enhance their skills and career development.

Reporting and Analysis

• Compile and analyse performance data to measure productivity and goal achievement.
• Report to management and make suggestions for improvements.

Compliance

• Ensure compliance with company policies and procedures.
• Update and maintain SOP library
• Stay updated with industry trends and best practices.

Key Skills Required:

• Proven success leading a team in a sales environment
• Experience of working or leading in Customer Service
• Computer skills for managing customer records and systems
• Data analysis and excel skills
• Excellent verbal and written communication with positive interpersonal skills
• Enthusiasm and ability to learn about veterinary products and services and describe/explain them to customers
• A team player with a high level of dedication and positive work ethos

In addition to a salary of up to £31,000, we offer a range of company benefits including:

• 6 weeks leave a year (5 weeks annual leave + Bank Holidays or equivalent time off)
• You will gain an extra days annual leave every year in your first 5 years of employment, taking you up to 7.6 weeks leave a year
• Pension matched up to 6%
• Health cash plan – money saved on everyday health treatments
• You can also buy up to 4 weeks additional leave or sell 1 week's leave each year with our Buy/Sell holiday scheme
• A range of flexible benefits to suit your needs, including discounted gym membership

CVS is committed to being a fully inclusive place to work where all our colleagues are encouraged and supported to be themselves, where difference is celebrated and where everyone feels able to deliver their best. We are also determined to build a workforce that is more representative of our diverse communities and the people we provide our services to.