Sales & Service Team Lead - Rated People

ABOUT RATED PEOPLE

At Rated People, we’re proud to be the UK’s leading online marketplace connecting homeowners with skilled local tradespeople. With more than 10,000 tradespeople across the country covering 200+ trades, we make it easy for homeowners to find trusted professionals—and for tradespeople to grow their reputation and business.

We’ve been doing this for almost 20 years, and 95% of work booked through our platform is rated 4 stars or higher. We’re all about building trust, streamlining the process, and helping both sides get the job done right.

OUR VALUES

Energy We bring passion, drive and positivity

Engagement We take ownership, we trust one another

Execution We make it happen

Edge We have courage and are decisive

THE ROLE

The Sales & Service Team Leader is a hands-on leadership role that runs the engine room of our sales and service floor. You will be the driving force behind a high-velocity, phone-based environment.

You will directly lead, manage, and support a hybrid team of 6 (3 Sales Executives and 3 Account Managers who also cover Customer Service requests). Your primary focus will be managing call quantity and quality, driving daily performance metrics, and ensuring your team delivers exceptional commercial outcomes and customer experiences. If you thrive in a fast-paced sales environment and know how to motivate phone-based teams to hit their KPIs, this role is for you.

Team Leadership

Lead and motivate: Direct a team of 6 sales and account management professionals, driving high daily energy and focus.

Run the floor: Lead daily stand-ups, morning meetings, and "buzz" sessions to keep the team engaged, informed, and aligned on daily targets.

Manage activity: Oversee high-velocity phone activity, ensuring the team maintains expected dial rates, talk times, and daily outreach routines.

Uphold call quality: Conduct regular call monitoring and quality assurance (QA) checks to ensure that all conversations consistently meet our high standards for compliance, tone, and commercial effectiveness.

Performance & KPI Management

Track metrics: Monitor and report on core KPIs such as conversion rates, call volumes, retention targets, and customer satisfaction.

Drive accountability: Maintain high visibility of team performance. Coach through performance gaps and celebrate wins.

Ensure data hygiene: Guarantee that pipeline data, CRM logs, and account notes are accurately and consistently maintained by the team.

Sales & Service Excellence

Bridge the gap: Oversee the end-to-end customer lifecycle, ensuring smooth handoffs between the sales side and the account management/service side.

Act as an escalation point: Provide live support on the floor for complex customer queries, sales objections, or difficult retention conversations.

Drive revenue: Help the team identify incremental business opportunities, embedding cross-sell and upsell awareness into everyday account management calls.

Coaching & Development

Develop talent: Conduct regular call listening, side-by-side coaching, and constructive 1-to-1 feedback sessions.

Train and onboard: Coordinate the onboarding of new team members, getting them up to speed quickly and confidently on the phones.

Foster culture: Encourage a culture of resilience, structural discipline, and continuous improvement across the desk.

Skills & Experience

Proven management experience: A strong background as a Call Centre Manager, Sales Desk Manager, or Team Leader in a high-velocity, phone-based environment.

People leadership: Demonstrated success in managing, coaching, and motivating individuals who spend the majority of their day on the phone.

Metric-driven: Deep understanding of commercial KPIs, sales funnel conversions, and customer success principles.

Excellent communication: Strong verbal and written skills, with the ability to handle escalations calmly and command the attention of a sales and account management floor.

Highly organised: Able to manage multiple priorities, pivot quickly, and maintain order in a fast-paced setting.

Tech-savvy: Proficient in using CRM systems and interpreting data dashboards to make actionable, on-the-fly decisions.

Don’t be put off if you do not meet 100% of the skills and experience - far more important to us is an inquisitive mindset, a willingness to learn, and a can-do attitude.

WHAT CAN WE OFFER YOU?

We’re proud to offer an environment perfect for creativity, fun and sharing ideas. We offer a competitive salary and a generous range of benefits:

Hybrid working (2 days per week in our Shoreditch office)

25 days’ holiday (plus one day for every year of service, capped at 30 days)

Strong and inclusive company culture we all shape and take ownership and pride in, including companywide events, surprise and delights, roundtables and culture clubs

Private medical insurance (including mental health and virtual GP)

Enhanced Parental leave

Cycle to work scheme

Life assurance

Travel loans

Enhanced parental leave policy