Inbound Sales Supervisor

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Inbound Sales Supervisor

The Sales Supervisor is responsible for a team of Inbound Sales Advisor serving the heating oil market. They will ensure all orders are recorded accurately and in-line with company expectations and responsible for meeting and leading targets such as quote to order conversions, calls answered per operator, etc.

As service is critical to our business, this individual will understand and coach their team to ensure our customers are at the heart of what we do via the best possible customer experience. Having great Time Management skills by managing one’s own time and the time of others productively.

Self-Motivates with the ability to work under minimal supervision and guidance with strong attention to detail and a competent user of excel and has ability to identify priorities and meet deadlines.

Key Accountabilities:

• Leading by example. Responsible for answering calls (c70% of role), setting the expectation and pace within their team.
• Drive Sales performance using high energy to maximise levels of activity and performance.
• People Management – Ensure regular 1-2-1’s are carried out – managed against set KPI’s and criteria.
• Ensure that pricing policy is structure and understood and used to maximise margins.
• Use relevant feedback (from mystery shopper) to scope training requirements and provide coaching.
• Strong KPI management – Focus on activity levels, conversion rates as well as the quality of service on the phones to the customers.
• Managing local buying groups – developing current and new relationships via account management.
• Managing online sales platform for your local coverage – inclusive of keeping prices updated daily in line with company expectations.
• Checking the quality of data entered by their team within the CRM to ensure it meets company expectations.
• Work with Marketing to identify areas of new customers and develop strategies to win new business.

Key Skills:

• Committed, enthusiastic and energetic with a hands-on approach, you will always be aware to your own domestic performance and have the tools available to help you establish ways to improve in certain areas within the business.
• A strong relationship builder with excellent interpersonal and coaching skills to develop constructive and cooperative working relationships with others and maintain them over time.
• Providing guidance and direction to direct reports, including objectives and monitoring performance.
• A highly motivated self-starter, the candidate will operate in a multi-task environment with deadlines and will be able to challenge themselves to exceed standards. They are not easily deterred when obstacles or delays are encountered, are organised and composed with a strong work ethic.
• Managed an internal inbound office-based (not home working) team of up to 10 people for minimum 2 years.
• Understands modern telephony and calls stats and can evidence how utilised.
• Understand and can evidence how customer service people are KPI reported.
• Understood and can evidence how you have trained and coached a team to maximise performance.
• A proven leader of people, you are still on the journey but can evidence how you’ve coached people to improve and in turn improved performance.
• A strong communicator with excellent written and verbal communication skills and ability to deliver with impact.
• Decision Making – A decisive, effective decision maker and problem solver with sound judgement who can consider the relative costs and benefits of potential actions to choose the most appropriate course of action.

What is on offer:

• 25 days holidays + bank holidays
• Contributory Pension Scheme
• Health Cash Plan
• Onsite parking

With a modern fleet of over 155 fuel tankers and a strategically located depot network, NWF Fuels supplies a comprehensive range of fuel-related products coast-to-coast throughout England and Wales to Domestic, Agricultural, Commercial and Retail customers. A focus on service and the customer is what differentiates NWF Fuels in the market and it is the attitude of the people within NWF Fuels which drives this difference. The business has grown both organically and through acquisition and is the third-largest fuel distributor in the UK. NWF Fuels is part of the AIM’s listed NWF Group listed on the London Stock exchange.