Pay: £35,000.00-£40,000.00 per year
Company Description
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.
Job Summary:
The Contact Centre Team Manager 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.
Responsibilities :
- Monitor and drive team performance across key metrics including conversion, call efficiency, call volume, quality, and customer experience
- Proactive management of low-performance and handling 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
Qualifications :
- 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
What skill set you require :
- 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 stage
Measure of Success will include :
- Delivery of 1:1s and performance reviews in line with company timelines
- Team conversion performance consistently achieving or exceeding targets
- Consistent productivity delivery, including call volume, call efficiency and balanced call duration
- Low cancellation rates, showing strong quality and suitability of deals
- CRM and process compliance kept at a high standard across the team
- Improved capability across team, evidenced by advisor progression through skill levels
- Positive team culture, measured through engagement, retention, and peer feedback
- Effective escalation management, with the majority resolved at Team Lead level
What your learning will include :
- 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
Job Types: Full-time, Permanent