Jobs

Role Purpose

The Sales Support Manager provides overall leadership and strategic direction to the Sales Support function, ensuring the consistent delivery of a high-quality, efficient, compliant, and customer-focused service.

The role plays a critical part in enabling sales growth by ensuring robust pre- and post-sales processes, systems, and policies are in place across all customer segments. The post holder is accountable for operational performance, continuous improvement, and the ongoing development of a high-performing and engaged Sales Support team.

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Key Accountabilities

Leadership & Strategy

• Provide strategic leadership across Sales Support for dual fuel and all customer segments, balancing customer needs, commercial outcomes, efficiency, and cost-to-serve.

• Create, own, and deliver the Sales Support strategy and continuous improvement roadmap across all market segments.

• Contribute to wider B2B Sales Strategy, ensuring customer onboarding and contract take-on are managed in line with agreed processes.

• Represent Sales Support in cross-functional project groups and own actions required to deliver agreed outcomes.

• Benchmark and embed industry best practice across sales setup and support activities.

People Management & Culture

• Lead, develop, and motivate a team of circa 30 Sales Support colleagues through three direct-report Team Leaders.

• Build a high-performance culture with strong engagement, accountability, and continuous development.

• Ensure effective workforce planning to meet changing sales demand, optimising resource allocation across peaks and troughs.

• Ensure company people management processes are applied consistently, including performance management, development planning, and training programmes.

Operational Excellence & Continuous Improvement

• Ensure all Sales Support processes, policies, and procedures are fully documented, reviewed, and fit for purpose.

• Define, set, and manage quality standards to meet internal and external customer and partner expectations.

• Ensure accurate, complete, and “right-first-time” data input across all systems to minimise rework and downstream issues.

• Implement and maintain an optimal operating rhythm to support consistent communication and delivery of objectives.

• Develop and manage KPIs and SLAs, ensuring appropriate escalation and control mechanisms are in place.

Systems, Data & Risk Management

• Own key Sales Support systems including Junifer, CRM, and CSPs, leading issue resolution, testing, and ongoing development.

• Ensure adherence to Sales Limits of Authority, internal risk frameworks (including INCOME), and delegated approval levels.

• Identify, manage, and mitigate financial, operational, and regulatory risk within the Sales Support function.

• Organise periodic self-audits and support ad-hoc audits as required.

Stakeholder & Customer Management

• Manage workflows including tenders and pricing requests, working closely with Marketing, Products, Account Managers, and Sales Leadership.

• Maintain strong internal relationships across Retail, Finance, Legal, Operations, Marketing, and Product teams.

• Manage and resolve senior-level customer and partner escalations relating to contracting and sales setup.

• Ensure all sites remain covered by appropriate terms of supply, including renewals and termination notices.

• Support proposition development and product innovation through Sales Support insight and expertise.

Reporting & Performance Management

• Deliver daily, weekly, and monthly performance reporting to Sales and Operational Leadership.

• Provide clear performance visibility at team and individual levels.

• Use insight and data to identify trends, control risks, and drive performance improvement.

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Outcomes & Key Performance Indicators

• Tenders and quotes processed in line with agreed SLAs.

• Positive contribution to sales performance and growth.

• Accurate and timely setup of quotes with minimal errors or rework.

• Effective support of Sales Teams to ensure contract documentation is complete and processed on time.

• Continuous improvement of Sales Support processes and operating efficiency.

• High engagement and performance of Sales Support teams.

• Compliance with regulatory requirements and internal governance frameworks.

• Reduced cost-to-serve without compromising quality or customer experience.

• Positive feedback from internal stakeholders and customers.

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Role Dimensions

• Leadership responsibility for circa 30 Sales Support colleagues.

• Three direct reports (Sales Support Team Leaders).

• Operational Manager-level role with ownership of key projects.

• Shared responsibility for approximately 40,000 quotes and £100m margin.

• Accountability for SLA, KPI, and compliance performance within Sales Support.

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Key Relationships

Internal:
Sales Leadership, Account Managers, Finance, Portfolio Management, Marketing, Products, Legal, Operations, Line Manager.

External:
Customers, Third-Party Intermediaries (brokers, consultants), National Grid Gas, OFGEM.

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Knowledge, Skills & Capabilities

• Strong commercial acumen with a focus on cost-to-serve and value creation.

• Proven leadership, people management, and motivational skills.

• Strong analytical capability with advanced Microsoft Excel and Office skills.

• Expertise in process improvement methodologies.

• Excellent communication, influencing, and negotiation skills.

• Ability to manage complex issues, assess risk, and make informed decisions.

• Strong understanding of Sales Support processes and cross-functional dependencies.

• Working knowledge of gas and electricity industry processes and regulatory requirements.

• Highly organised with the ability to manage competing priorities to tight deadlines.

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Experience & Qualifications

• Proven senior management experience within Sales Support or a related commercial function.

• Experience managing large teams in a fast-paced, sales-driven environment.

• Strong track record of managing senior internal and external stakeholders.

• Previous industry experience within energy or a regulated environment preferred.

• Degree-level qualification or equivalent relevant experience.

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Behavioural Competencies

• Customer-focused and results-driven.

• Strong sense of ownership and accountability.

• Strategic thinker with a continuous improvement mindset.

• Collaborative, resilient, and adaptable.

• High attention to detail and quality.

• Able to motivate and influence others at all levels.

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