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Reporting to the Head of Development and Demand, you'll leverage your analytical skills and organisational prowess to enhance departmental efficiency and employee experience! Leading a team of first response/resource planners, you'll ensure top-notch service for our clients, manage performance, and identify training needs! You'll play a pivotal role in planning, scoping, and executing key projects to boost operational efficiency and service delivery - want to know more? Day to Day * Lead projects from inception to completion, collaborating with senior leadership on updates. * Continuously improve and streamline internal protocols. * Use scheduling systems to ensure optimal staff availability and reduce abandoned calls. * Oversee holidays, absences, shifts, and cover plans, ensuring seamless operations. * Provide exceptional service, managing a high volume of inbound calls and setting appropriate actions. * Train and lead the Workforce Planning and Demand team, ensuring all tasks are completed efficiently. * Handle HR tasks, manage records, and ensure accurate data entry. * Assist in generating daily, weekly, monthly, and quarterly reports. YOU? * Ability to think outside the box and take initiative. * Drive and support your team to achieve peak performance. * Thrive in a fast-paced, dynamic environment. * Prioritize effectively and manage your time well. * Highly organized with a pragmatic approach. * Strong communication and interpersonal skills. * High level of reliability and discretion. * Proficient in Microsoft Office and other relevant technologies. 47939CCINDHIN
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Are you an experienced Customer Service / Call Centre Team Leader looking for a new challenge?Do you always put the customer first while creating a happy, supportive environment for your team? If you have at least 1 year customer service team management experience, preferably within a software company, please apply today and we'll be in touch! We are looking for an experienced Customer Service / Call Centre team Leader to manage a team of 10 Account managers. Working with the Onboarding team you will be responsible for all coaching, QA, KPI's as well as HR issues. We are looking for someone who is very hands on and visible, who doesn't mind getting stuck in when needed and help with escalations, demo's of the software / platform and supporting their team! Role DescriptionSupport the BrightHR Activation and Engagement Specialist team, encouraging best practice and Service Level Adherence (SLA). Meet and exceed all personal KPIs and drive the Support team to deliver against their own objectives. Contribute to team activities, leading by example and encouraging colleagues to follow suit. Be available to assist in resolving complex technical queries and complaints and assist the Onboarding Manager in identifying career progression and training opportunities. Main Responsibilities * Deliver a "best in class" service to all new and existing clients, producing work to an excellent quality and ensuring 100% task completion. * Provide daily and weekly MI on team performance KPI and SLA adherence to team and senior stakeholders. * Provide feedback to the team on both positive and negative service issues, giving praise to individuals where due. * Conduct at least 4 weekly call quality assessments and provide timely feedback and coaching to team. * Lead the Engagement Team to achieve minimum 50% onboarded clients within 30 days from registration. * Develop and guide the Activation Team to deliver minimum 80% activated clients. * Contribute to 5-star online reviews and positive feedback and always provide an excellent customer service. * Identify individual training needs/performance issues and assist the Head of Onboarding & Engagement Manager in implementing career development plans/performance management plans where necessary. * Be available to resolve complex complaints within contractual SLA and adherence/behaviours are always met. * Ensure processes are followed and provide suggestions for improvement where processes are failing. * Conduct BrightHR demos to prospect clients ensuring feedback is provided to the Business Development Managers. * Delegate tasks to individuals to ensure that the team is operating efficiently and to maximum capacity. * Conduct all internal and external training sessions where required across the Peninsula Group. The above is not an exhaustive list of responsibilities and the successful candidate will be expected to carry out duties, outside of their usual role. These duties may include out of hours/ weekend working to suit the needs of the business. The successful candidate should possess the following skills and experience: * Excellent customer service skills * Strong leadership skills * The ability to present information confidently and accurately * Minimum 1 years team management…
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OverviewWork as part of the operational support and demand team to ensure teams are correctly resourced, including short notice cover, highlighting concerns to Managers, handling client calls (including setting call-backs) and providing accurate reporting on a daily and weekly basis. This role requires you in the office Monday - Friday, 8:45am to 5:15pm. While everyday day will offer a different challenge your core responsibilities will be to: * Assist with the availability of Advisors using the telecommunication application to review individual codes. * Maintain an abandon call rate of below 0.80% and an SLA target of above 99%. * Maintain service metrics by ensuring work is queued and assigned correctly. * Assist the Leadership team with daily, weekly, monthly, and quarterly reporting. * Ensure annual leave is agreed within the departmental cap. * Take inbound calls to reduce the over-flow and abandon rate for the team. * Listen to the customers' needs and set call-backs within a timeline. * Set the expectation for Super Service by letting the client know timeframes. A solid customer service background with help you thrive in this role, alongside: * Excellent organisational and decision-making skills. * Excellent working knowledge of Microsoft office suite. * Ability to thrive in a fast-paced environment. * Highly customer service oriented with a focus on service delivery. * Positive individual with great communication skills at all levels. * Ability to deal with detail, be methodical, analytical, and accurate. * Being a Team player with a can-do attitude. 47968CHRINDHIN
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Telesales - No Cold Calling Greater Manchester
Permanent £22,308 - £22,308 Per Annum
Ref: 46822LF Group
DO YOU HAVE TELESALES EXPERIENCE BUT DON'T LIKE COLD CALLING?ARE YOU LOOKING FOR A NEW ROLE WITH NO HARD SELL, UNCAPPED COMMISSION, MONTHLY BONUS AND PROGRESSION?IF YOU HAVE A PROVEN B2B UPSELLING OR RETENTIONS BACKGROUND, APPLY TODAY AND WE'LL BE IN TOUCH!Peninsula are recruiting a Telesales consultant to contact existing clients and sell additional services to them. This is an ideal role for someone with telesales experience, who likes sales and high earning potential but doesn't like cold calling!Job OverviewTo be a member of the HR Sales team, your role is to sell the product to our client base. On a daily basis, BSC's call or take calls from clients who have an immediate need for HR advice, and highlight the F2F additional service to them. The BSC would then be responsible for explaining the nature of the service to the individual client (including all of the relevant terms and conditions of the service) and informing them of how using the HR Face2Face service would benefit them directly. Once a client has agreed to pay the additional fee involved, the BSC role is then to provide a smooth transition into our HR Services Team (Consultancy & Advisory), to ensure that the matter is dealt with promptly and efficiently. Responsibilities· To make a minimum of 50 outbound calls to H&S Face2Face business prospects;· To reach a minimum of 2 hours talk-time per day, i.e. actual time spent actively contacting and speaking to prospects;· To liaise with the Consultancy & Advisory Service Teams, to ensure that all cases are dealt with promptly ensuring the client receives the best service at all times. What you Bring to the Team· B2B experience is advantageous.· Pro-active and self-motivated attitude towards sales targets: Staff are expected to take responsibility.· Strong customer service experience.· Outgoing personality, with strong organisational skills and a tenacious nature.· Professional and intelligent approach to work.· Good business acumen, articulate, uses initiative.· Strongly focussed on delivering an excellent client experience at all stages.· A positive approach in a fast-moving, busy team environment. benefits· Uncapped monthly commission· 25 days' holiday, plus bank holidays· Day off on your birthday· Cash plan· Holidays increase after 2- and 5-years' service· Pension Plan and Life Insurance· Access to Employee Assistance Programme· Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday'!· Company incentives, access to discount schemes. Free on site gym. Subsidised car parking INDMANJ
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We are on the lookout for a driven and highly organised Events Lead to join our clients growing team, nestled in the heart of Manchester!Working for a renowned global SaaS brand, you will be supporting the Digital Events Manager to plan and execute engaging webinars and in-person events!The successful candidate will have a solid background of planning and coordinating both online and in-person events! As the Events Lead, you'll be at the heart of our event operations, managing everything from webinars to in-person conferences across the UK and Ireland. Ensuring every event runs like clockwork and hits all the right targets. You'll collaborate closely with our marketing and sales teams to drive lead generation and revenue, taking full ownership of the webinar plan and overseeing event execution from start to finish. Day to Day * Partner with the Events Manager to roll out a comprehensive events plan. This includes managing a packed schedule of live and simulated webinars, as well as high-profile in-person conferences. * Take the reins on all webinar operations, from pre-event setup to post-event analysis. * You'll handle everything-scheduling, hosting prep calls, supporting speakers, and more-to ensure seamless execution and optimal performance. * Craft and implement sales strategies, launch new webinar series, and create sales support materials. Your efforts will directly contribute to hitting our lead and revenue goals. * Work with subject matter experts to develop engaging webinar content that positions us as thought leaders and drives sales opportunities. * Oversee the logistics for in-person events, including booth setup, promotional materials, and team travel. You'll also ensure our sales teams are fully prepared with pre-event toolkits and briefings. * Keep our teams in the loop with regular reports on event performance, leads, and KPIs. You'll support the Events Manager in analyzing results to continually improve our strategy. YOU? * End-to-end event management experience, particularly in webinars and in-person conferences. * Proficient with webinar platforms like GoToWebinar, Goldcast, or ON24. * Essential, with a preference for experience in B2B software environments. * Excellent communication skills and the ability to work seamlessly across teams. * You thrive in fast-paced settings, managing multiple projects with tight deadlines. * You're not just organized-you're also strategic, with a strong understanding of commercial targets and the drive to meet them. 58787CCINDMANS
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Calling all Social/Community Managers!Are you a dynamic, strategic, and creative social/community manager? We want you to lead our clients social media growth - elevating all presence! You will manage, maintain and optimise our client's social media channels such as LinkedIn, TikTok, Meta and more. Equally responsible for overseeing all review sites such as Glassdoor, Google and so on...If this sounds like you, then we want to hear from you! YOU?You will have a strong background in social media & platform community management from editorial scheduling, channel profile optimisation, issues management to applying different tactics by channel to drive improved engagement and conversion. You are an excellent communicator in both verbal and written formats and can tailor your communication style by channel and audience type. * Proven experience in social media management * Excellent communication skills * Strong analytical and technical abilities * Creative and innovative thinker * Highly organized with a can-do attitude * Familiarity with social media tools and SEO Join us and drive our digital community to new heights! Apply now! 970592CCR2INDMANS
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Resolution Specialist£24,000 - £26,000 - Office based - Mon-FriHinckleyDo you have excellent communication skills and a desire to provide excellent customer service?Are you someone who enjoys working under pressure in a fast paced environment? Job OverviewOur client is looking for an enthusiastic Resolution Specialist to join as part of their client experience team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast membership focused solutions. Accountable for our client's online reputation, managing online reviews in accordance with business processes. Day-to-Day Responsibilities * To be the key person for receiving member complaints and retention opportunities * To be the key person for responding to all online reviews for the business * To ensure that all member service issues whether verbal or written are acknowledged in line with the complaints procedure * To ensure that all online reviews are dealt with efficiently and professionally to a high standard * To escalate any negative online reviews through the correct channels of the complaints process * To ensure that all member service issues are thoroughly investigated through discussion with the member and appropriate internal staff * To ensure that all member service issues are resolved in a timely manner and at all times focused on member resolution and retention * To understand all member databases and systems in order to adequately investigate and respond to the member * Accountability for obtaining a prompt response to member queries, service issues and requests to cancel * Review of member service issues in order to produce an effective handover where applicable to Credit Control * Maintenance of member profile including additional sites, change in employee information and undertaking investigations where appropriate * To liaise with the Business Development Manager regarding clarification of the members contracted service provision * To contact members to activate their account and book the initial appointments with consultations in line with service levels and diary booking guidelines. * To receive member and consultant telephone calls and resolve queries, service issues and retention opportunity requests What you Bring to the Team * A "can-do" attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team * Ability to work in a fast paced environment * Strong time management skills * A dynamic and flexible approach, as well as the ability to work under pressure Apply now!! 47997EBINDHIN
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Business Support Coordinator London Blackfriars - Full Time Office Based! 8:45- 5:15pmSalary: 25k Plus Excellent Benefits Package My client is seeking an experienced individual to join their team i to enable them to continue to meet their growth expectations and ensure that the business and different departments run efficiently. You will be required to support the Senior Leadership Team, along with all other departments whilst maintaining the upkeep of the office.My client provides resources, guidance and tools for Accountancy, Tax Compliance, HR and Health & Safety professionals via their online content platform. They provide a library of expert-written commentary, source materials, legislation and tools like calculators and templates to businesses ranging from sole Key Responsibilities will include but are not limited to: * To meet and greet all visitors to the business and always present a professional image. * Ensure that all wallboards display the correct information each day and gather requirements from the SLT for any changes required. * Work with the property management team to report faults and issues with any of the office equipment and facilities. * Maintain the overall presentation of the office ensuring that we present a professional image to all visitors to the floor. * Work closely with the Leadership team on your floor, assisting with their mailbox and calendars, plus ad hoc tasks, and reports. * File and scan all confidential correspondence in the appropriate folder. * Floor stock takes and order additional equipment when required. * Create agendas for meetings and minute take upon request. * Produce reports in the absence of any member of the business support team. * To provide various basic weekly, monthly, and ad hoc reports when required. * Undertaking other duties to ensure operational efficiency of the department. * Keep team distribution lists up to date along with team chat groups. * Ensure all meeting rooms are presentable and the meeting room bookings system is monitored and always controlled. * Managing people's movements in the absence of managers, example people leaving early and not logging their movements on Select HR * Ensure Select HR is up to date. * Ordering and stocking stationery and Printing paper * Drinks Fridges are full for Monthly TFI * Support with leaver and starter forms * Create and maintain new starter Spreadsheet * Making up new starter's swag / goody bags. * Ensure access passes are created. * Uploading interview notes to P Files. * Assisting in the sales career days / events. * Request incentive prizes from purchase ledger for your floor. Essential Skills and experience * Experience of working in an administration role * Good written and oral communication skills * Strong administrative skills * Accuracy and attention to detail * Strong computer skills (Microsoft office (Word, Excel, PowerPoint, Outlook) * To always maintain a professional and responsible attitude * Ability to work independently and maintain accurate records * Excellent communication and active listening skills * An ability to work under pressure and to deadlines Benefits: * Free Breakfast…
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Sales Floor ManagerSalary on offer up to £42,500 with an OTE of £75,000London Blackfriars - Full Time Office Based!Join my client as a Sales Floor Manager in London, where they're already setting the bar high as industry leaders! Lead their dynamic team to even greater heights, bringing your proven expertise and passion for success. With your influential leadership style and knack for building strong client relationships, you'll play a pivotal role in shaping the future of the organisation. If you're ready to drive innovation in the industry, this is your opportunity to shine as a true leader among leaders. What are we looking for? We are looking for a confident, "hands on" proven, high performing Sales Floor Manager. You will manage a sales team which is responsible for the generation of online demonstrations of our digital services. This is a critical role for the business to sustain and build on its success and rapid growth plans in the UK. The ideal candidate will have a background in managing an outbound telephone-based Sales or Customer Service Team, driving quality and a strong performance in a targeted and dynamic environment. You should not be afraid to challenge the team and should be a confident decision maker. Experience of working in a b2b environment is desirable, although not essential. A pro-active approach to management, coaching, pipeline & campaign planning and driving revenue are a must! Day-to-Day Responsibilities * Recruiting, training, coaching, and managing a high performing telesales team of up to 15 individuals. * Developing & managing the CRM system to optimise data and leads. * To provide daily, weekly, monthly, and quarterly sales figures and MI * To regularly walk the sales floor to drive activity and performance and KPIs. * Manipulate sales data to maximise opportunity. * Campaign management. * To continuously seek to improve sales performance through monitoring all leads, conversions and sales actively. * To introduce fresh incentives to motivate and drive the team. What you Bring to the Team * Track record of managing a telephone-based sales department * Ability to build, manage and drive sales performance in a targeted, entrepreneurial business. * Ability to influence and liaise with all levels up to Directors. * A consultative sales approach. 47388FAR2INDLON
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* Are you a BACP registered member? * Have you completed 150 hours or more? * Have you got a degree in counselling or a level 4 diploma? * Have you got 12months counselling experience?Are you passionate about supporting individuals in their mental health journey? Do you thrive in providing empathetic and effective counselling services? We have an exciting opportunity for counsellors to join an award-winning client based in Manchester or Hinckley!As a counsellor, you will play a crucial role in providing confidential counselling services to employees facing personal or work-related challenges. Your expertise will contribute to enhancing employee well-being and organizational productivity!If you're dedicated to making a positive impact through counselling and possess the skills to empower individuals to overcome obstacles, we want to hear from you. apply now to be a part of a dynamic team of counsellors!! THE OPPORTUNITY This is a once in a career opportunity for an exceptional counselling professional to join a truly Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation, With an unrivalled track record of incredibly strong year on year growth of its subscription model business, My client support over 70,000 organisations and 13 million lives across the UK & Ireland. Part of a Global Business Group, with 14 operating companies and a group turnover of circa £400m, there is substantial financial backing for further expansion, including acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual. My client has been recognised as The North West's Top 100 Best Companies to work for and Top 10 Best Companies to Work for In the Health & Social Care. THE ROLE You will provide immediate emotional support and guidance to callers on the 24/7 helpline - completing clinical assessments and signposting appropriately. You will complete risk assessments and work in line with the BACP code of ethics - ensuring the highest level of service and support is provided to callers. The role may also include allocated time for structured video counselling - this time can be counted towards BACP accreditation. DAY TO DAY RESPONSIBILITIES * To provide an efficient and effective telephone counselling service to all callers * To answer all calls within 8 seconds and triage to determine the most appropriate type of support required; demonstrating a thorough understanding of the company's products e.g. counselling support, legal advice, medical helpline, etc. * To demonstrate an ability to work with a variety of individuals and presenting issues, including those who are distressed and/or at risk. * Provide "in the moment support" to callers, adopting a Solution Focused approach and achieving a one call resolution. * To take accurate information and record on the company's data base * Conduct full and robust clinical assessments in accordance with the company's procedures, ensuring the most clinically appropriate support is identified. * To effectively identify and manage risk in accordance with companies "Risk Guidance Policy". * To undertake training provided by the company…