Team Leader | Contact Centre

We’re looking for an ambitious, motivated and people-focused Team Performance Manager to join our growing Sales & Customer Operations team at Pall Mall Medical.

You won’t be sitting on the sidelines - we’re looking for someone who is comfortable getting involved, listening to calls, coaching in real time, reviewing performance and having the conversations needed to help people improve.

You’ll work closely with the wider management team to deliver our commercial and customer experience targets, whilst helping to build a positive, accountable and high-performing culture.

• Lead, motivate and develop a team of Sales/Customer Specialists.
• Take ownership of team performance against agreed sales, conversion, activity and customer service KPIs.
• Hold regular 1:1s, performance conversations and call coaching sessions.
• Listen to calls and provide structured, meaningful feedback and coaching.
• Identify individual strengths and development areas and create clear action plans.
• Set the tone for the team each day through strong communication, focus and accountability.
• Monitor daily performance and take action where results or behaviours are below expectation.
• Support onboarding, training and ongoing development of team members.
• Ensure team members follow agreed processes, systems and minimum standards.
• Work closely with other Team Leaders and Team Peformance Managers to share best practice and improve performance.
• Support the management team with recruitment, induction and team development where required.
• Identify opportunities to improve processes, customer journeys and sales performance.
• Deal confidently with escalations, complaints and challenging customer situations.
• Produce and communicate regular performance updates to management.
• Lead by example and demonstrate the behaviours and standards expected from the team.

We’re particularly interested in people who can demonstrate that they have:

Led from the front. You understand that great leadership isn't just about telling people what to do — it's about demonstrating the standards yourself.

Coached rather than simply managed. You know how to listen, identify the real reason someone isn't performing and help them improve.

Used data to drive performance. You’re comfortable looking at KPIs, spotting trends and turning numbers into actions.

Created accountability. You’re supportive and approachable, but you’re also comfortable having the difficult conversations when standards aren't being met.

Improved things. You naturally look for better ways of working and aren't afraid to challenge the status quo.

We’re looking for someone who is naturally driven, commercially minded and genuinely enjoys leading people.

You’ll ideally have:

• Previous experience in a Team Leader, Sales Manager or similar leadership role within a sales, contact centre, customer service or commercial environment.
• A proven track record of delivering against KPIs and targets.
  Experience coaching people to improve their performance.
  Confidence having honest and constructive performance conversations.
• Excellent communication and interpersonal skills.
  A strong understanding of sales and conversion principles.
  The ability to analyse performance data and turn it into practical actions.
• Excellent organisation and time-management skills.
  A proactive approach — you see something that needs improving and take ownership of it.
• The confidence to challenge appropriately and hold people accountable.
• A positive, resilient and solutions-focused attitude.

• Competitive salary + uncapped commission – OTE £33K+!
• Structured training & career growth opportunities.
• Vibrant, fast paced work environment in a rapidly growing industry.
• Supportive team culture with ongoing coaching from Team Leaders & Managers.
• Work life balance - Hybrid role following successful probation.
• Overtime available.
• Employee discounts on selected medical services and treatments.
• A supportive, inclusive culture built around our HEART values  

Everything we do is guided by our HEART values: 

Helpful – We go the extra mile for patients and colleagues. 

Empathetic – We listen, care and treat everyone with compassion. 

Accountable – We take ownership and deliver on our commitments. 

Resourceful – We embrace challenges and find solutions. 

Teamwork – We achieve more by working together.