Job Purpose
To manage team of Customer Services Executives in order to achieve increased targeted levels of sales for the companies
Duties and Responsibilities
- Effectively manage skills resources of Customer Services Executives in order to achieve targeted sales Identify training and development needs of Customer Services Executives
- Develop and implement appropriate training and development of Customer Services Executives
- Recruit and Select suitable candidates to fulfil Customer Services Executive roles throughout the Companies
- Identify and implement Induction Programme for Customer Services Executives
- Identify and initiate effective Customer Contact systems and procedures to ensure effective use of Customer Services Executive’s Selling Skills in order to achieve targeted Sales for the Companies
- Ensure effective communication of function details and client requirements to Venue and Operations Managers
- Complete quarterly Appraisal Reviews and Disciplinary actions as dictated by employee performance
- Review, revise and implement effective working practices to achieve optimum sales revenue from inbound enquiries via reactive sales processes, relevant to individual companies and their products
- Record, monitor and assess results of Customer Services Executives effectiveness and performance in job roles
- Identify and implement improvements to performance and effectiveness
- Provide time phased reports on the Business Performance of Customer Services Team
- Initiate, facilitate, motivate and monitor effective communication channels between all companies to maximise sales opportunities
- Pro-actively facilitate internal communication exercises and initiatives between all companies
- Liaise with other members of the Sales Team to actively promote sales opportunities, exchange information and increase professionalism
- Communicate database of clients and enquiries to appropriate companies
- Be able to demonstrate a full knowledge of relevant selling points and benefits of all
- Maintain a current and accurate knowledge of competitor products, be able to highlight
- their disadvantages and promote relevant Companies and related venue benefits
- Keep abreast of competitor activity and recommend any necessary tactical action
- Develop and maintain relationships with Venue Managers, which maintains Venue Clients commitment
- Effectively communicate with clients via telephone, face-to-face and written communication to gain commitment to purchase services
- Attend client and events as appropriate
- Achieve sales activities within specified timescales as directed by Sales and Marketing Director
- Plan personal diary to make effective use of working day
- Provide time-phase qualified reports on achievement and activities
- Maintain high standard of personal presentation
- Develop and maintain relationships which benefit both clients
- Undertake all responsibilities with reference to the procedures
- Ensure safe working area and work procedures in line with Company policy
- Identify and recommend tactical action to Sales and Marketing Director to achieve in job role
- Undertake any reasonable duties as specified by Sales and Marketing Director