Customer Enquiries Specialist

Progroup Recruitment Limited; Horsham; On-site; GBP 22,000 - 26,000; Full time

Job summary

ProGroup Recruitment is partnering with an established specialist manufacturer to recruit an Enquiries Executive who will be the first point of contact for customers, handling enquiries by phone, email and online while gathering requirements and routing to the right team.

You will explain next steps, manage expectations, maintain accurate records in HubSpot, and support sales, estimating and technical colleagues to improve the customer experience.

Qualifications

• Experience in customer service or contact centre roles.
• Strong administration skills.
• Experience using CRM systems (HubSpot preferred).

Responsibilities

• Responding promptly and professionally to incoming customer enquiries.
• Establishing customer type, project location, scope and requirements.
• Checking enquiries against the business's qualifying criteria and requesting further information where needed.
• Maintaining complete and accurate customer and enquiry records in HubSpot.
• Passing qualified enquiries to sales, estimating or specification colleagues.
• Explaining relevant timescales, documentation requirements and next steps.
• Handling unsuitable enquiries politely and escalating urgent or unusual requests.
• Identifying ways to improve the enquiry process and customer experience.

Skills

Clear communication

CRM knowledge

Administration skills

Microsoft Office

Google Workspace

Phone & email support

Tools

HubSpot

Job description

ProGroup Recruitment is partnering with an established specialist manufacturer to recruit an Enquiries Executive who will be the first point of contact for customers, handling enquiries by phone, email and online while gathering requirements and routing to the right team.

You will explain next steps, manage expectations, maintain accurate records in HubSpot, and support sales, estimating and technical colleagues to improve the customer experience.