Job Description

Here at Birkdale we're the UK's leading, and most trusted brand for gate and fencing accessories. An accolade we have held for almost 40 years by constantly pushing innovation, producing the highest quality products, and delivering exceptional customer service every time.

We are now looking for a confident and capable Sales Support Team Leader to lead our Sales Support function and drive consistent, high-quality service. You'll be responsible for performance delivery across the team, owning KPIs, coaching, and creating a positive, structured environment. You'll balance day-to-day team leadership with longer-term improvements, working closely with the Head of Customer Experience to shape how we serve internal and external customers.

This role is ideal for someone who thrives in people leadership, has a sharp eye for process, and is ready to shift from doing to leading.

KEY RESPONSIBILITES

Team Leadership & Performance

Lead weekly team KPI reviews and coaching sessions

Run 1:1s to support team development and performance

Monitor mailbox and task allocation to maintain fair distribution and timely responses

Track team performance and report weekly to the Head of Customer Experience

Represent the Sales Support function at Head of Department meetings where required

Coach and support team members, addressing development areas and celebrating wins

Provide support in onboarding and training of new team members

Operational Oversight

Own management of backorders across all assigned regions

Ensure quotes are processed accurately and completed within service targets

Oversee the accuracy and speed of daily order, sample, and quote processing

Maintain and update the Sales Support Playbook and process documentation

Support and guide the team in responding to customer queries via phone and email

Act as the escalation point for customer or internal issues

Liaise with Sales, Internal Account Managers, Goods In, and Credit Control to ensure smooth workflows and proactive communication

Service & Improvement

Collaborate with the Head of Customer Experience on service improvements and strategic initiatives

Identify recurring issues or process inefficiencies and recommend improvements

Foster a proactive, high-performing team culture with a focus on ownership and accountability

PERFORMANCE OBJECTIVES

Service & Delivery

Ensure all Sales Support actions received before 4:30pm are processed by end of day

Maintain high levels of order and quote accuracy, in line with team targets

Ensure regional backorders remain within agreed limits

Oversee mailbox hygiene, first response rates, and timely resolution of queries

Ensure inbound calls are answered within agreed SLA and abandoned call rate targets

Leadership & Strategy

Run team KPIs, 1:1s and coaching sessions effectively and consistently

Track and report team performance data weekly to HoCE

Step in to manage people, customer, or operational escalations

Maintain Sales Support Playbook and internal documentation to a high standard

Actively contribute to service development and departmental improvement projects

WHAT WE ARE LOOKING FOR

Essential:

3+ years in a Sales Support, Customer Service, or order-processing environment

Proven experience leading a team or acting as a team lead

Strong understanding of mailbox management, task triage, and team workflows

Confident communicator with excellent written and verbal skills

Calm and organised under pressure, able to prioritise and delegate effectively

Experience with CRM/order systems (HubSpot desirable)

Strong attention to detail and accuracy in processing and coaching

Desirable:

Experience writing or maintaining internal process documentation

Background working in a sales or commercial support environment

Confidence presenting team performance or process updates to senior stakeholders

WHY BIRKDALE?

Skill Development: We put our employees first, with opportunities for progression and development within the Customer Success department, and opportunities for cross-departmental mentoring and development.

Team Culture: Join a friendly, down-to-earth team that values collaboration, transparency, and mutual support.

Purposeful Work: Be a key player in supporting our ambitious growth plans, helping to deliver outstanding service to customers across the UK.

BENEFITS/PERKS

Health Insurance with Mental Health Support options

Death in Service

Quarterly bonus scheme

Discounted gym memberships

Employee Assistance Programmes (with Online GP and brand discounts)

Monthly employee recognition scheme, work anniversary recognition scheme

Employee referral scheme

Free breakfast and lunch foods

On-site gym facilities

Bike2Work Scheme

Vehicle salary sacrifice scheme

Free EV charging at HQ

Free, secure on-site parking

Free flu jabs, eye care vouchers etc

At Birkdale we are proud to be an equal opportunities employer; should you need reasonable adjustments at any point in the application or interview process, please let us know.

Job Types: Full-time, Permanent

Pay: 34,000.00-40,000.00 per year

Additional pay:

Quarterly bonus
Benefits:

Company car Company events Company pension Cycle to work scheme Employee discount Employee mentoring programme Free flu jabs Free parking Health & wellbeing programme Life insurance On-site gym On-site parking Private medical insurance Referral programme
Schedule:

Monday to Friday
Experience:

People Management: 2 years (preferred) CRM software: 3 years (preferred)
Work Location: In person

Reference ID: SSTL