Telesales Supervisor


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We believe exceptional people make PartsPlus an exceptional place to work and are always looking for talented people to join our growing family.

Reporting to the Centre Manager the Telesales Supervisor is responsible to lead, manage and motivate the Parts Sales team to achieve and exceed sales growth. Through the team, develop strong relationships with Customers, by providing expert knowledge and support and provide an exceptional Customer service experience.

Key activities include

Sales performance

  • Ensure own and Telesales Team overall sales growth are achieved
  • Continually monitor sales performance against set KPIs and take corrective action with the team to ensure KPIs and sales growth are met
  • Communicate the overall sales growth into team and individual goals
  • Distribute goals equitably and in accordance with the allocation of the Customers and the skill and experience of each team member
  • Monitor team performance and display daily achievement against goals – encourage a positive and competitive team spirit
  • With the support of the Centre Manager, plan and implement promotional activities and campaigns to enable sales growth to be met
  • With the Business Development Executive and Centre Manager, monitor the success of the targeted Customer sets, promotions and campaigns and take corrective action if required
  • Attend weekly first line Centre management meetings and report on sales and marketing activity and performance
  • Maintain own knowledge levels (to include product knowledge, market awareness, competitor activity and pricing)
  • Ensure you and your team are adequately trained and understand the Unique Selling Proposition of the PartsPlus brand, the “Features and Benefits” of the PartsPlus product range especially the genuine v non-genuine aspect, and how to overcome sales objections

Managing the Team

  • Conduct regular 1:1 performance reviews to monitor the achievement of individual KPI’s, and provide developmental or corrective support where required
  • With the PartsPlus Centre Manager, ensure the sales team is motivated through creative incentive schemes and rewards
  • Ensure the sales team understand and are engaged with the planned promotional activities
  • Recruit new Parts Sales staff as required, pulling on the support of the PartsPlus Centre Manager if required
  • Carry out all elements of induction processes for Parts Telesales Executives
  • Make core operating procedures and documented sales processes available to your team members and ensure business as usual continues when staff are off on holiday or transition out of the sales team


  • In agreement with Centre Manager, allocate Customer sets to each Parts Telesales Executive to assisting them to focus their approach and build long term relationships with the Customers
  • Provide and maintain an excellent level of service to Customers via the team – through understanding Customer requirements, responses to requests, provision of expert advice, product knowledge, resolution of queries and complaints
  • Through the team, ensure key Customers are engaged and contacted regularly
  • Working with the Business Development Executive, arrange and facilitate Customers visits by Parts Sales Executive
  • With the Centre management team, monitor delivery schedules to help maintain and improve service levels
  • Feedback Customer comments to the Centre Manager and Centre team to improve Customer experiences
  • Maintain a smart appearance at all times, and conduct business with the highest level of integrity and professionalism
  • Ensure that a regular review of all Customer discounts are carried out and the appropriate discount is applied based on spend levels in line with PartsPlus guidelines
  • Be aware and always aim to improve the Customer Satisfaction scoring for your Centre

Systems and Processes

  • Ensure the proper and accurate use of all business systems
  • Ensure compliance with business standards and processes, financial, legal, warranty and ethical guidelines
  • Maintain a clean and tidy work environment for the team
  • Ensure all documentation is completed accurately and promptly by self and the team
  • Liaise with Warehouse team that all returns and credit sales transactions are swiftly dealt with and authorised appropriately
  • Manage Customer credit against limits and process credit escalation requests to the Centre Manager


  • Attend weekly first line Centre management meetings and contribute to the Business Improvement Plan to ensure centre KPIs are met
  • Utilise training courses via learning services to continually develop and maintain skills to efficiently and effectively perform in your role

Key Competencies

  • Customer Experience
  • Managing Self
  • Operational Effectiveness
  • Managing People

Experience and Knowledge

  • A proven ability in managing and motivating a team to achieve sales growth
  • Previous call centre management experience gained in a B2B environment, or sales team management experience
  • A passion for providing a great Customer service experience
  • Ability to communicate effectively and build strong relationships with all key stakeholders
  • Possesses a high degree of IT literacy. CDK/Kerridge experience desirable

Why join us?

  • A comprehensive induction
  • Ongoing support and access to a number of resources to help you develop a successful and rewarding career
  • Pension Scheme

Find out more

Why not send us your details and one of our team will contact you for an informal chat to tell you more about this exciting opportunity.

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