A Bit About Us
We may have started small, but we’ve always had very big ideas. We launched in 2000 and we just haven’t stopped; a years’ worth of achievements always seems more like three at AO.
Our customers and now our biggest advocates, and we’ve made millions of them happy. We’ve even launched in new territories throughout Europe. Sometimes we have to pinch ourselves.
But, we’re determined to be the best electrical retailer in Europe, and for that, you need to be driven. We need to be bold enough to try new things, and smart enough to see them through. We need to care about people, and we always like to have a little fun as we do it.
More About the Role
* Coach and develop sales team members to excel at their role exceeding targets set
* To lead your team to provide 1st time fix and Customer Delight for all our customers (external and internal)
* To ensure all customers spoken to receive the WOW factor that AO is known for.
* Exciting atmosphere, dynamic fast paced sales office.
* Company nights out and awards evenings to recognise and reward performance.
* Modern, vibrant state of the art offices with amazing facilities based in Horwich, Bolton.
Here's What You Can Expect to be Doing
As an Live Chat Manager you will be setting up and managing the brand new Live Chat operation as a part of the Inbound Sales function.
Your role will be to;
Managing a brand new team of Inbound Sales Live Chat agents who will be;
Building relationships, understanding customer needs, generating hot leads and helping customers buy on our website.
Adopting a consultative approach to the sales process through Live Chat
Qualifying customers for calls as lead generators for our Outbound team
Sharing best practice with colleagues
Contributing in regular team building sessions
Benefiting from regular in house training to further develop sales technique
Take every opportunity to review internal processes and implement improvements to increase the quality and productivity of the team.To deal personally with customers when required to ensure full contact resolution.To manage attendance, performance and conduct in line with HR policies.Provide appropriate support to all departmental colleagues to ensure that performance targets are metEnsure that the daily operation of the department runs smoothly and optimum service delivery is sustained, in line with the KPI’s.Conduct weekly 1:1 performance reviews with each team member along with quality audits, identifying any training and development needs.To promote a culture of motivation and positive morale amongst the department and your team by building team spirit, participation and recognising the contribution of individuals.Deliver daily and weekly sales figures through coaching and developing the agents within your team.
A Few Things About You
* Recent experience of managing a target driven team
* Experience of working within and managing a live chat team
* Shows an understanding of how to improve performance
* Has an clear understanding of sales techniques/skills
* Good communicator with strong social skills
Why Choose AO?
It’s not about the job you need now, it’s about who you want to be and where you want go. The thing about AO is that you don’t have to leave to move on. We have the kind of environment where people learn and thrive and be the best they can be. That’s our values talking.
We empower each and every person to push the boundaries of what’s possible. We’re growing rapidly and so should you. Our environment and our culture are vibrant and engaging, you almost have to feel it to believe it.
"Our people are our biggest asset, they’re our culture: that unique, indescribable thing that makes us really different."
Great People Deserve Great Things
As an AO employee you can take full advantage of our benefits package. As well as fundamental benefits, like pensions and holidays, we have designed our "AO Perks" to help you out financially, make your work life a little easier or make your home life a lot more fun.