Sales Support Team Lead

Job Title:             Sales Support Team Lead

Salary:                 £36,000

Location:            Shoreham-by-Sea (Hybrid)

Established in 2003, Focus Group is proud to be one of the UK’s fastest growing independent providers of essential business technology, providing digital workplace solutions to over 30,000 customers across the UK. From our small but ambitious beginnings, we have grown into a nationwide company with over 1100 employees across 16 offices and have recently joined the ranks of Britain’s private company ‘unicorns’ after securing a new $1bn valuation.

IT sits at the heart of the entire Focus Group portfolio, and the IT Sales division is driving accelerated growth. The role of IT Sale Support Team Lead is key to the successful delivery of all our services and is a focal point for the IT Sales team.

The team lead role will establish, train and maintain processes and structure around the Sales Support function for IT Managed Service as well as personally leading on the most critical tasks within the team. You will lead a team of individuals ensuring we track performance and quality within the team.

Principal Responsibilities/Duties

• Line management responsibilities for the relevant direct reports. This includes 1-2-1’s, end of year reviews, performance management and disciplinaries.
• Support the implementation of strategic changes, system changes and process alterations.
• Uphold performance targets for Sales Support executives around the quality, efficiency and customer experience of their works.
• Design best practice processes and train those into the team relating to reconciliation, new products, billing administration, customer services and sales quoting.
• Production of quotes and orders on-behalf of the sales team for client review, for our most critical clients.
• Processing orders on behalf of the sales team through our quoting and ordering systems.
• Overall responsibility for the outcome and management of re-occurring renewals of services from our suppliers to customers.
• Management of the pre-sales pipeline between Sales and Operations.
• Overall responsibility for billing reconciliations from our supplier invoices to ensure they match the quantities invoiced to customers.
• Assisting with escalated customer service queries from customers including billing or licensing queries.
• Assisting on sales projects such as new service opt outs, including customer queries, billing setups, order forms.
• Administration and ownership of onboarding and offboarding customers or licenses to supplier portals such as M365 portal.

Essential Skills

• Experience in people management.
• Experience in developing and training processes.
• Exceptional communication both verbally and written.
• A collaborative team player - concerned with the team success as well as individual performance.
• Deliver outstanding level of customer service in both written communication and verbal.
• Administration experience, using excel and word
• Excellent organisational and time management skills
• Excellent attention to detail and ability to apply critical thinking to ensure the best outcome to problems
• Good commercial awareness
• A process driven individual who can also help adjust and improve existing processes where required
• Experience with CRM databases

Desired Skills

• Experience working in an IT Managed Service environment.
• Experience or understanding of IT Technology products such as M365.
  
  
  

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.