Sales Team Leader

Job Title: Sales Team Leader
Department: Customer Engagement / Acquisition
Location: Head Office: Pioneer House, Morton Park, Darlington

Salary: £36,000 per annum

As a Sales Team Leader, you will lead, support and develop a team responsible for re-engaging lapsed, inactive and previously engaged customers. Through effective mentoring, coaching and performance management, you will ensure the team consistently delivers strong reactivation, conversion and customer engagement results.

You will support team members in developing effective customer contact strategies, understanding customer needs, overcoming objections and identifying opportunities to rebuild relationships with customers. Working closely with senior leadership and other commercial teams, you will help shape reactivation strategies that support wider business objectives.

This position is ideal for someone looking to develop their leadership career, with the opportunity to strengthen their coaching and performance management skills while contributing to the ongoing development of the customer reactivation function.

Leadership Objectives-

Customer Reactivation and Engagement

• Support the team in achieving individual and collective reactivation and conversion targets.
• Develop and implement strategies to re-engage lapsed, inactive and previously engaged customers.
• Coach Customer Reactivation Executives on effective questioning, relationship building, objection handling and closing techniques.
• Identify trends and opportunities within customer data to improve reactivation rates and customer engagement.
• Support the team in understanding customer needs and tailoring conversations to increase the likelihood of successful reactivation.
• Ensure reactivated customers receive a positive and consistent experience throughout the engagement journey.

Coaching and Development

• Conduct regular coaching sessions, call observations, 1:1s and performance reviews.
• Provide constructive feedback and targeted development plans to improve individual performance.
• Support team members in handling challenging customer conversations, objections and difficult scenarios.
• Act as the first escalation point for team members before issues reach senior leadership.
• Identify individual strengths and development areas and provide ongoing mentoring to build confidence, capability and performance.
• Share best practice across the team and encourage a culture of continuous learning.

Performance and Reporting

• Track and manage key team KPIs, including reactivation rates, conversion rates, contact rates, revenue generated and customer engagement.
• Monitor individual and team performance against daily, weekly, monthly and quarterly targets.
• Provide regular performance insights and recommendations to senior management.
• Ensure customer records, CRM data, contact outcomes and follow-up activity are accurate and up to date.
• Analyse campaign and customer performance data to identify opportunities for improvement.
• Take proactive action where performance is below expectations and recognise and celebrate strong performance.

Collaboration and Process Improvement

• Work closely with Sales, Marketing, Customer Success and Delivery teams to ensure a consistent customer journey.
• Collaborate with Marketing to provide feedback on customer behaviour, campaign performance and reactivation opportunities.
• Assist in developing and refining customer contact strategies, reactivation campaigns and follow-up processes.
• Identify opportunities to improve systems, processes and team efficiency.
• Use customer feedback and team insights to continuously improve the reactivation approach.

Commercial Objectives-

• Achieve monthly, quarterly and annual team targets for customer reactivation, conversions and revenue.
• Maximise opportunities to reconnect with existing and lapsed customers and convert them into active customers.
• Ensure the team consistently delivers high-quality customer conversations that balance commercial performance with customer needs.
• Use customer insight, behavioural data and market knowledge to identify opportunities for improved engagement and reactivation.
• Support the wider business in achieving its commercial and customer retention objectives.

Expectations: As a Team Leader, your role is not just about hitting targets, it’s about setting the standard for the team and creating an environment where people can perform at their best.

You are expected to:

Lead by Example: Consistently demonstrate a strong work ethic, resilience, professionalism and a positive approach to customer conversations and challenges. Team members will mirror your behaviour.

Be Approachable and Supportive: Create a culture where team members feel comfortable seeking guidance, discussing challenges and asking for feedback.

Coach for Performance: Take an active role in developing individuals through regular coaching, call reviews, feedback and practical support.

Take Ownership: Be proactive in identifying performance issues, solving problems and improving team results without waiting for management intervention.

Stay Calm Under Pressure: Maintain composure in a fast-paced, target-driven environment, particularly when conversion rates or customer engagement are challenging.

Be Solutions-Oriented: Focus on understanding the reasons behind performance challenges and finding practical ways to improve results.

Champion the Customer: Ensure the team maintains a customer-first approach, building trust and understanding customer needs rather than focusing solely on the immediate conversion.

Uphold Professionalism: Maintain high standards in communication, customer interactions, CRM management, time management and collaboration with internal teams.

Drive a Positive Culture: Motivate the team through energy, enthusiasm, recognition and clear expectations, creating a supportive but performance-focused environment.

Celebrate Success: Recognise individual and team achievements and use success stories to reinforce effective behaviours and best practice.

Our Benefits

At Baltic, we’re committed to creating an environment where you can thrive – professionally, personally, and socially. Voted one of the Sunday Times Top 100 Best Places to Work 2024, we’re proud of our culture, our people, and the meaningful work we do every day.

Here’s what you can look forward to as part of Team Baltic:

Career Development:

• Fantastic progression opportunities and clear career pathways
• Full training and ongoing support from our in-house Enablement Team
• Tailored CPD investment including 1:1 public speaking coaching, presentation skills, and more

Culture & Work-Life Balance:

• A fun, supportive environment with regular social events and team activities
• Early finish every Friday – we operate a 4.5-day working week
• 25+ days annual leave, increasing to 30 with length of service
• No weekend or Bank Holiday working
• Full office closure between Christmas and New Year
• Additional Life Event Day annually for those big moments that matter
• Buy & Sell Holiday Scheme for extra flexibility

Health & Wellbeing:

• Free, confidential mental health support through SPILL
• Access to high-value wellbeing initiatives, including face-to-face sessions with a Health & Wellbeing Specialist
• Local discounted gym memberships
• Enhanced maternity and paternity leave (after 2 years’ service)

Recognition & Engagement:

• Baltic Scratch Card Scheme – instant wins for great work
• Baltic Breakfasts, competitions, and engagement days
• Volunteer Day annually to give back to causes you care about

A successful Sales Team Leader will embody our core values:

• Be the Expert: Build a strong understanding of our sales process, products, systems and commercial goals. Use your knowledge and experience to coach and develop your team, provide clear guidance and support them to improve their skills and performance. Lead by example and continue to develop your own knowledge to ensure you are providing the right level of challenge and support.
• Be the Customer: Put the customer at the centre of the sales process and ensure your team does the same. Build a team culture that focuses on understanding customer needs, delivering a great experience and building strong relationships. Recognise individual strengths and development needs within your team and provide the right support to help each person succeed.
• Be the Future: Create a high-performing team that is focused on continuous improvement and achieving long-term success. Use performance data, feedback and insight to identify opportunities, address challenges and improve the way the team works. Encourage your team to take ownership of their development, embrace change and contribute ideas that help improve sales performance and support the wider goals of Baltic.