Team Leader

6 months ago

Sydney, Australia Mable Full time

**We’re powered by purpose**

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.

We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.

The Team Leader is a pivotal role within the department, responsible for guiding a team of inbound client onboarding representatives to achieve targets and deliver exceptional customer service. You will play a vital role in implementing strategies to optimise sales processes, enhance team performance, and foster a culture of continuous improvement.

This team holds the responsibility for welcoming the customer to Mable and providing a communication pathway that enables a smooth transition to onboarding as a client. This will entail communication, education, rapport building and the tenacity to drive results.

Role Responsibilities:
**Team Management**:

- Lead, motivate, and coach a team of onboarding representatives to achieve individual and team sales targets.
- Conduct regular performance evaluations, with key measures including sales conversion rates, activation rates, and customer satisfaction scores.
- Provide constructive feedback and identify opportunities for training and development to drive improved performance.

**Sales Performance**:

- Monitor and analyse sales metrics and KPIs to track team performance and identify areas for improvement.
- Develop and implement strategies to optimise sales processes, increase conversion rates, and maximise revenue generation.

**Customer Satisfaction**:

- Ensure that focus on all customer inquiries and issues being handled promptly and professionally to maintain high levels of customer satisfaction.
- Monitor customer feedback, with key measures including Net Promoter Score (NPS) and customer retention rates.
- Implement corrective actions as necessary to address any issues or concerns raised by customers.

**Training and Development**:

- Actively encourage personal development of the team
- Deliver training programs to enhance the sales skills and product knowledge of team members.
- Measure the effectiveness of training initiatives through pre and post-training assessments, as well as improvements in sales performance.
- Provide ongoing coaching and support to help team members achieve their goals and reach their full potential.

**Communication and Collaboration**:

- Serve as a liaison between the Onboarding team and other departments, such as marketing and customer support
- Communicate effectively with senior management to provide regular updates on team performance, challenges, and opportunities.
- Collaborate with cross-functional teams to implement initiatives aimed at improving sales effectiveness and customer experience.
- Cross-Selling or Upselling: promote the identification of opportunities to cross-sell or upsell additional products or services that may benefit the customer based on their needs and preferences.

**Skills and Experience**:

- Bachelor's degree in business, marketing, or a related field (preferred).
- Proven experience in managing a team of inbound sales or a similar role, with a track record of meeting or exceeding sales targets.
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent communication, interpersonal, and negotiation skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in sales CRM software and other relevant tools.
- Flexibility to adapt to changing priorities and work in a fast-paced environment

**Our Values**

**We’re Switched On **\uD83D\uDCA1

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

**We’re Bold **\uD83D\uDCE3

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.

**We’re One **\uD83E\uDD1D

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

**We’re Impactful **\uD83C\uDF1F

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

**Our Benefits
**Power your career ️**

Learn from industry experts, experienced leaders, and on-the-job opportunities.

**Work away \uD83C\uDF0E**

Get a creative boost working overseas for 4 weeks in a rolling 12-month period.

**Access parental leave \uD83D\uDC76**

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary care

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