Sales Progression Team Manager:
Ensure that the correct process is followed with new deals whereby specifically client and purchaser are contacted same day if the deal is submitted prior to 4pm and next day if the deal is submitted after 4pm.
Ensure that SST adhere to minimum client contact standards in that every client must be updated with a follow up email at least once per week.
Ensure that staff are enthusiastic at all times and are motivating buyers through market chat and an enthusiastic upbeat approach to encourage them to proceed with maximum enthusiasm towards a speedy exchange of contracts. Ensure staff are proactively leveraging the target exchange date on which basis the sale was agreed to drive sales faster.
Become the key point of contact for difficult queries, issues and potential complaints arising from team activity and ensure that all queries are dealt with promptly and effectively, striving to solve all issues same day where possible.
Take action to ensure that potential problems are pre-empted through observation and monitoring and training. Ensure that lessons from problem cases are learnt and incorporated into the SST Process guide
Staff Management:
Manage a team of staff providing motivation, focus and direction. This would also include monitoring the team to ensure company key processes are being met.
Focus staff on delivering an effective and consistent level of service, operating to agreed processes and timescales.
Hold a daily team meeting at 8.45am to 9.00am to discuss teams key activities and objectives for the day ahead to include:
- Review of new sales added for introduction calls and third party referrals ▪ Review of sales rejected for correct escalation process
- Review of call volumes and outstanding chase dates
- Review of team progression tabs
- Review of sales over 90 days
- Exchanges targeted for the week and expected today
Undertake monthly staff 1:1 performance reviews to ensure calls, workloads, file chasing and general administration are meeting objectives
Identify underperformance and agree a specific plan to remedy and escalate to senior management consistent underperformance or consistent failure to adhere to standards required
Coach and develop staff to ensure maximum contribution to the team and the achievement of personal and team targets to include the ability for team members to effectively support other disciplines within their own and other teams
Manage resources and work flow across the team to ensure that service standards are met. Plan holidays for the team to ensure adequate cover at peak periods and case handover due to absence. Ensure absence is communicated to Chancellors Group sales agents and clients to avoid issues.
Ensure the team adhere to all core company and department standards of work, behaviour, presentation and customer communication at all times.
Coach and develop the team to ensure that staff have the right levels of business/conveyancing knowledge to be able to deal with standard queries across all key areas.
Be seen as Is seen as the technical (NG, MwU system, other systems) expert and provide advice and expert knowledge to the team
Provide advice on how to deal with difficult issues. Is seen as the escalation point and deals personally with complex issues that need a high level of knowledge and expertise
Personally take over any difficult cases to release staff to get on with volume transactions