Sales Operations Manager

Sales Operations Manager

Permanent

Andover, Head Office Based

£50,000 - £55,000 + Bonus + Flex bens pot + Pension + Healthplan + 36 days holiday + hybrid working

About The Role

As Sales Operations Manager you will be playing a critical role overseeing the operations of our support teams to provide excellent customer services to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement areas for process improvement through automation. This role is key in optimising the efficiency of the support team and improving the overall customer experience by leveraging technology.

Key responsibilities:

Team Management:

• Lead the support teams, ensuring they consistently deliver exceptional service to corporate clients and intermediaries.
• Set clear, measurable goals and KPIs, and monitor team performance to ensure objectives are met with excellence.
• Foster a culture of continuous learning by providing training, development opportunities, and mentoring the team. Promote collaboration and knowledge-sharing within the team, ensuring seamless support across various functions.

Customer Service Excellence:

• Ensure the teams meet and exceed service level agreements (SLAs), driving efficiency, effectiveness, and customer satisfaction.
• Take a hands-on client facing approach in managing complex or escalated customer issues, ensuring timely and effective resolutions.
• Champion an outstanding client experience by balancing automation with personalised service.

Automation Identification and Implementation:

• Identify key opportunities for automation to streamline support processes, reducing manual effort and boosting overall efficiency.
• Collaborate with the sales optimisation squad to integrate cutting-edge technologies such as AI-powered chatbots, automated workflows, and self-service portals to enhance operations.
• Monitor and assess the performance of automated processes, making data-driven adjustments to improve accuracy, speed, and customer satisfaction.

Reporting and CRM Management:

• Develop and maintain comprehensive performance dashboards to track key metrics such as team performance, customer satisfaction, and the success of automation initiatives.
• Ensure the team maintain accurate and up-to-date records in our CRM system to support effective client management and service delivery.
• Leverage analytics to identify trends, uncover bottlenecks, and provide actionable insights for continuous improvement across both manual and automated workflows.

Collaboration and Stakeholder Engagement:

• Build strong relationships with cross-functional teams, including product, service and finance teams to drive automation initiatives and enhance the customer journey.
• Act as a trusted advisor to corporate clients and intermediaries, understanding their unique needs and delivering tailored support solutions.
• Ensure all customer and intermediary data is handled securely and in compliance with industry regulations and company policies.

About You

To be considered you must have:

• Proven experience in managing high performing sales or servicing teams.
• Strong communication skills with experience managing effective client interactions.
• Excels in utilising CRM systems for performance management and KPI tracking.
• Problem-solving skills with a proactive approach to resolving issues.
• Excellent stakeholder management developing cross functional relationships.
• Ability to train and develop the team to identify growth opportunities.
• Experience with automation platforms and technologies implementation (e.g., RPA, AI-driven chatbots, CRM systems, etc.) desirable

We have a head office in Hampshire, but depending on your role, you’ll be able to enjoy our ‘smart working’ approach This means you can flex when and where you spend your time. For many of us this means day to day work can be handled remotely, but there will also be times when we need to come together in the office to collaborate, attend training sessions, induction, briefings and more. You can expect to be in our head office in Andover a minimum of once a week.

Your Recruitment Journey

We’re focused on providing an application, assessment and onboarding journey that is fair, consistent, diverse and inclusive for all, allowing us to hire top talent based on the skills and behaviours pivotal to your and our success.

Your process:

• Application
• Interview with the Hiring Manager and team
• Aptitude assessment
• Offer!

Should you require any additional support with your application, or need us to make any adjustments for you, please contact us: talentacquisitionteam@simplyhealth.co.uk

Please note: Working for a purpose driven company like ours is a fantastic opportunity so we often receive high volumes of applications for our roles. In these cases, we may close our job adverts early and aren’t able to consider applications after this time.