Account Manager - outbound telesales

PLEASE NOTE THIS ADVERT CLOSES THE DAY BEFORE ANY AUTOMATED DATE SHOWN - PLEASE REFER TO THE CLOSING DATE IN THE BODY OF THE ADVERT

Location Blantyre, G72 0HT
/ Hybrid Working

Salary from £38,442 + monthly bonus up to £550

Closing Date Friday 30 January

Help us create a better future, quicker

This role sits in the Energy Sales Team within our Customer Business. You will be the principal point of contact between Scottish Power and nominated outsourced call centres ensuring sales, quality and compliance targets are met. In addition, You'll identify and recruit new outsourced call centres as required to meet overall channel sales targets and act as the principal point of contact for all marketing sales activity in relation to nominated outsourced call centres.

• Responsible for ensuring that nominated outsourced call centres have a proper contractual relationship with Scottish Power and that they are in adherence to the agreed SLAs and industry regulations/licence requirements
• Work with Insight Telesales Data Manager to ensure that nominated outsourced call centres have an ample flow of data to support their activities and that the data is prepared in such a way as to maximise the benefit to the company and ensure the lowest cost per service possible.
• Analyse daily performance reports for all activity (sales, quality & compliance), to report on this activity, to pull together recovery plans should they be necessary to ensure set targets are met.
• Arrange and lead weekly, monthly, and quarterly operations meetings with all nominated outsourced call centres.
• Develop the scripting to be used by outsourced call centres to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
• Be the principal point of contact between Scottish Power and nominated outsourced call centres ensuring sales, quality and compliance targets are met.
• Successfully identify, recruit, develop and account manage outsourced call centres from operational set up through to ongoing delivery in order that the channels sales, quality, and compliance targets are met.
• Review, refresh and deliver training material for outsourced call centres regularly to maximise the effectiveness of the campaign and to ensure all regulatory requirements are met.
• Listen to significant call sample from nominated outsourced call centre every week to ensure that all regulatory obligations and licence conditions are being met and to drive quality improvements from the call centre.
• Liaise with the Compliance Team regarding all areas of compliance including complaints received in relation to all sales activities undertaken at nominated partners and to take appropriate action as required.
• Be pro‑active in ensuring that nominated outsourced call centres are operating at maximum advantage and focusing on ensuring the best use of data and the lowest cost per service.

• Sales experience with a proven ability to drive sales volumes whilst maintaining high quality levels
• Proven ability to lead and manage individuals and teams
• Account management and contract negotiation experience
• Problem solving ability
• Results focused
• Strong analytical and planning skills
• A flexible attitude to working hours to cope with travel, peak workloads and customer/staff requirements
• A flexible attitude to personal development - prepared to acquire new skills associated with flexible management requirements

• Strong Account Management experience - outbound telesales
• Sales/Marketing experience
• Excellent communication/influencing skills both verbal and written
• Telesales experience
• Experience of stakeholder management
• Computer literacy in word, excel and Power Point

Please note some travel will be required as part of this role.

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

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