In any dynamic sales environment, the role of a Team Leader is key to achieving outstanding results. At SCO, in our Sales & Operations department the Team Leaders play an integral role in developing our sales team’s capabilities and driving performance excellence.

The culture within the business is rooted in winning and winning together – with over 30 years of collective experience within SCO, each Team Leader has developed their expertise from the ground up; starting as sales agents and advancing through our internal career pathways, including our Covering Team Leader course. Their experience enables them to understand the challenges and opportunities that our sales teams face daily.

As well as managing the day-to-day operations for their team on the phones, our Team Leaders work closely with the Customer Experience team and Training team – providing feedback to their teams in their weekly 1-2-1s’ and coaching conversations to further improve the service they provide and the results they achieve. When we spot opportunities for improvement from our call listening, our Customer Experience team provide detailed, fact-based feedback to Team Leaders to use in coaching conversations – with the Team Leaders ensuring the coaching has been embedded.

Integral to our success is the proactive use of real-time reporting systems enabling our Team Leaders to see exactly how their team are performing. This means there are no surprises when a teammate needs extra support, their Team Leader is there – providing coaching, setting goals, and offering additional training when it’s needed.

Our Team Leaders are committed to the long-term growth of our sales team – their influence goes beyond just the numbers, providing personal development opportunities to support with creating a culture of success, resilience, and customer focus that drives our organisation’s path to excellence.