Customer Sales Team Leader

Global Highland is seeking an ambitious and commercially focused Customer Sales Team Leader to join a growing operation within the broadband and telecommunications sector.

This is an opportunity for an experienced sales leader to take ownership of team performance, develop talent and shape the way a sales function operates. You will be responsible for creating a motivated, accountable and results-driven team, ensuring sales objectives are achieved while maintaining excellent standards of quality, compliance and customer experience.

Rather than focusing solely on individual sales, your priority will be to maximise the performance of the wider team. Through effective coaching, performance analysis and strong day-to-day leadership, you will identify what drives success, address areas of underperformance and introduce improvements that deliver measurable results.

You will also work closely with management to influence sales strategy, improve operational processes and share frontline insight that helps strengthen the overall customer proposition.

This role would suit someone who enjoys taking ownership, developing people and turning business objectives into tangible results.

The Role

Leadership, Coaching & Team Development

Take responsibility for the day-to-day leadership, motivation and development of an inbound and outbound sales team.

Establish clear expectations around performance, behaviours, productivity and customer experience.

Deliver structured coaching and regular one-to-one sessions to strengthen sales capability and build confidence.

Identify individual strengths and development opportunities, creating targeted action plans to improve performance.

Address performance concerns constructively and ensure appropriate support and accountability are in place.

Build a positive team culture where individuals are motivated to achieve, share knowledge and continuously improve.

Support the induction and development of new employees, helping them become confident and effective members of the team.

Sales Strategy & Performance Delivery

Take ownership of team sales performance, ensuring activity and results align with agreed business objectives.

Translate sales targets into clear team priorities and individual performance expectations.

Review conversion rates, lead management, call activity and revenue performance to identify opportunities for growth.

Introduce practical initiatives to improve sales effectiveness, productivity and consistency.

Work with team members to overcome sales challenges and improve performance against key targets.

Identify patterns in successful customer interactions and embed effective sales practices across the team.

Maintain a hands-on understanding of the sales environment, stepping in to support complex opportunities or demonstrate best practice when required.

Performance Insight & Decision-Making

Interpret management information to understand team performance and identify the underlying causes of trends.

Produce and present regular performance updates, highlighting achievements, risks and areas requiring attention.

Use data to prioritise coaching activity, allocate resources and inform operational decisions.

Monitor productivity and pipeline health to ensure the team is working efficiently and opportunities are managed effectively.

Recommend targeted interventions where results fall below expectations.

Provide clear, evidence-based updates to senior management on performance and improvement activity.

Operational Leadership & Process Improvement

Take ownership of day-to-day sales operations, ensuring the team has the structure, guidance and resources needed to succeed.

Identify inefficiencies within existing workflows and implement improvements that support better performance.

Work collaboratively with management and other departments to resolve recurring operational issues.

Support the rollout of new sales campaigns, initiatives, systems and working practices.

Ensure changes are communicated effectively and adopted consistently across the team.

Encourage a culture of continuous improvement, where feedback is acted upon and better ways of working are actively explored.

Commercial Contribution & Customer Insight

Act as the link between frontline sales activity and wider business decision-making.

Share insight into customer behaviour, buying decisions, objections and changing expectations.

Highlight opportunities to improve broadband packages, pricing structures, promotions and sales campaigns.

Identify factors affecting conversion, customer retention and overall revenue performance.

Contribute recommendations that strengthen the customer proposition and improve commercial outcomes.

Work with relevant stakeholders to ensure sales activity supports wider business priorities.

Quality, Compliance & Customer Outcomes

Maintain oversight of sales quality and ensure consistent standards across all customer interactions.

Review call quality and customer outcomes, identifying areas where further training or intervention is required.

Ensure the team communicates products, pricing, contract terms and charges accurately and transparently.

Address compliance concerns promptly and embed good practice through coaching and monitoring.

Promote responsible selling, ensuring commercial targets never compromise customer suitability or fair treatment.

Ensure records, processes and sales activity meet company standards and relevant regulatory requirements.

Reporting & Management Responsibilities

Maintain accurate records of team performance, coaching activity and development plans.

Ensure CRM systems and sales reporting tools are used effectively.

Provide timely and accurate management information to support business planning.

Monitor attendance, workload and activity levels as part of effective team management.

Support recruitment, onboarding, training and ongoing employee development.

Maintain clear communication between the sales team and senior management.

What You'll Bring

Essential Experience

Experience in a sales leadership, team leader or supervisory role within a target-driven environment.

A strong understanding of telesales, contact centre operations or customer acquisition.

Demonstrable experience coaching individuals and improving team performance.

Confidence managing KPIs, interpreting performance data and implementing improvement plans.

Experience addressing underperformance and managing competing operational priorities.

Strong communication skills, with the ability to influence, motivate and engage others.

A commercially minded approach, with an understanding of conversion, revenue and productivity drivers.

Excellent organisational skills and the ability to make informed decisions in a fast-paced environment.

Desirable Experience

Previous leadership experience within broadband, telecommunications or subscription-based services.

Experience managing inbound and outbound telesales teams.

Familiarity with call monitoring, quality assurance and sales compliance processes.

Experience delivering operational improvements or introducing new sales initiatives.

Experience producing management reports and presenting performance insights to senior stakeholders.

Involvement in recruitment, onboarding and structured employee development.

The Leadership Qualities That Matter

The successful candidate will be someone who:

Leads with accountability: Takes ownership of team results and follows through on agreed actions.

Develops people: Understands how to coach different individuals and bring out their best.

Thinks commercially: Connects daily activity and team behaviours to wider business performance.

Uses data effectively: Makes informed decisions based on evidence rather than assumptions.

Embraces change: Identifies opportunities to improve processes, productivity and results.

Sets high standards: Balances performance expectations with quality, compliance and customer care.

Builds engagement: Creates an environment where people feel supported, challenged and motivated to succeed.

How Your Success Will Be Measured

Your impact will be reflected in the performance and development of the team you lead. Key measures will include:

Achievement of team sales, conversion and revenue objectives.

Improvements in individual productivity and overall team effectiveness.

The quality and consistency of coaching and employee development.

Customer satisfaction, call quality and compliance performance.

Accuracy and usefulness of management reporting.

Successful delivery of operational improvements and sales initiatives.

Employee engagement, accountability and retention.

Your contribution to the wider commercial objectives of the business