Location: UK - Hatfield | Job-ID: 215014 | Contract type: Standard | Business Unit: Inside Sales Life on the team Inside Sales is a customer-focused operational function dedicated to delivering exceptional experiences throughout the technology sourcing process. Our goal is to put customers and their needs at the center of every decision, ensuring smooth operations and outstanding service from initial quote through to delivery and invoicing. As a Team Leader, you will play a hands-on role in managing day-to-day operations and supporting your team to deliver a seamless customer experience. Working as a Team Leader will be about being close to the work, coaching team members, resolving issues quickly, and ensuring processes run efficiently. You’ll work collaboratively with internal teams and customers to remove obstacles and maintain high standards of service. What you’ll do Customer Success & Operational Delivery Take ownership of the end-to-end customer experience, from quoting through delivery and invoicing. Act as the first point of escalation for operational issues, ensuring timely resolution to minimize impact. Monitor performance indicators and identify areas for improvement to enhance customer satisfaction. Collaborate with internal teams (Group Technology Sourcing, Delivery, Country Units) to ensure smooth handoffs and consistent service. Hands-On People Management Organize workloads, allocate tasks, and monitor team performance daily. Provide coaching and guidance to team members to build confidence and capability. Identify training needs and support development plans to improve skills and knowledge. Conduct regular team meetings to share updates, address challenges, and maintain engagement. Participate actively in recruitment and onboarding of new team members. Process & Compliance Ensure adherence to customer and internal processes, tools, and compliance standards. Implement process changes effectively and monitor compliance for optimal outcomes. Promote a culture of safety, security, and quality by enforcing QHSE and Information Security policies. What you’ll need Proven experience in hands-on people management within an operational or customer focused environment. Strong organisational and time management skills with a solution-oriented mindset. Ability to build and maintain collaborative relationships across teams. Skilled in coaching and supporting team members to achieve goals. Familiarity with process improvement and operational best practices. Knowledge of software procurement and experience with systems such as SAP, Salesforce, and MS Office is advantageous. About us With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, enabling people and their business.