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Baltic Recruitment are currently recruiting for a Permanent Business Support Team Leader, for a client located in Thornaby. The successful candidate will play a pivotal role in supporting the UK Business Development Manager by overseeing all aspects of business support services to the highest standard. This position involves direct line management of the Business Support Team, setting the standard for performance, professionalism, and adherence to company policies and procedures. The Team Leader is expected to lead by example, fostering a results-driven and customer-focused team environment.

In addition to managing own performance, the Team Leader is responsible for driving the team’s success against agreed targets and KPIs including outbound calls, booked meetings, and the generation of gainful business leads. You will lead the team in organising a multitude of high-quality appointments for the Business Development Representatives while ensuring accurate CRM usage, reporting, and tracking. The Team Leader will advocate a proactive and professional approach to ensure all enquiries and potential revenue opportunities are fully maximised, and that every customer interaction reflects the high standards and expectations of The Company.

This is an office-based role, so candidates must either have a reliable commute or drive to able to access the office.

Business Support Team Leader Main Duties & Responsibilities:

Team Leader:

• To provide ongoing support, coaching and direction to the Business Support Team
• To undertake regular Team briefings with the Team
• To monitor daily tasks completed by the team and ensure activity levels are on track
• To track and review performance of Business Support Team including weekly targets such as call rates, meetings booked etc. and escalate any concerns to the UK Business Development Manager
• To complete weekly one to ones with the Business Support Team to discuss current performance, progress and general updates, identify any support required and ensure notes are recorded
• To participate in the recruitment process of new Business Support Representatives
• To ensure a comprehensive induction plan is in place and carried out for all new starters and that they have access to all resources and information they need
• To carry out probation review meetings for new Business Support Representatives with the UK Business Development Manager, formally at 6 months and with an interim meeting at 3 months
• Carry out annual appraisals with the UK Business Development Manager
• Responsibility for the conduct, appearance and welfare of your team and escalate any concerns to the UK Business Development Manager, Chief Operating Officer and HR and where necessary participate in any disciplinary/capability/grievance matter in accordance with Company Policies
• To escalate any staff concerns to the UK Business Development Manager
• To lead by example and set high standards within the team
• Responsibility of being a key holder for the office when required
• To liaise with UK Business Development Manager in relation to all holiday and other leave requests

Lead Generation & Campaigns:

• Drive outbound call activity to produce leads and book appointments for the Business Development Representatives with the emphasis on high quality
• Use of initiative to identify and follow up opportunities with schools, local authorities and third parties who are not currently using any part of the business to establish connections and book meetings for the Business Development Representatives
• Produce daily and weekly reports on potential revenue, calls and meetings booked which are reported to the UK Business Development Manager
• Maintain accurate, up-to-date contact and account information in CRM

Business Support Team Leader Applicants:

• Have experience in a similar role
• Must be confident on the phone
• Be target driven
• Have excellent communication skills

Company Benefits:

• Free onsite car park
• Free access to employee assistant programme
• Casual office dress
• Commission available

Salary is £28,000- 30,000 depending on experience. Working hours are 8am – 4.30pm Monday to Friday with 1 hour lunch break.

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