Enquiries & Conversion Lead - Customer Success

Family Adventures Group; Weston-super-Mare; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Competitive salary

Flexible hours

Enhanced leave

Pension scheme

Life insurance

EAP & GP access

Discounted childcare

Free lunches

Recognition programmes

Learning & development

Wellbeing benefits

Job summary

Family Adventures Group is seeking a Deputy Manager – Sales & Customer Experience Lead to drive enquiry conversion across nurseries. You will lead a small team, own call quality and follow-up discipline, and use data and CRM insights to maximise occupancy while supporting a supervisor.

The role reports to the Customer Success Manager, is based at Head Office in Weston-super-Mare, and carries a salary of £31,782.40 per annum for 40 hours weekly.

Qualifications

• Confident, engaging telephone communicator who enjoys speaking to parents throughout the day.
• Proven experience converting enquiries, leads or bookings, not simply providing customer service.
• Comfortable working in a fast-paced, performance-focused environment.
• Strong organisational skills and attention to detail.
• Confident using CRM systems, data and dashboards to manage workload and performance.

Responsibilities

• Handle a high volume of inbound and outbound telephone enquiries, converting interest into show-arounds and registrations.
• Lead confident, structured conversations with parents, guiding them to clear outcomes.
• Build rapport quickly, address concerns and objections, and maintain a calm, reassuring approach while staying commercially focused.
• Take full ownership of follow-ups and enquiry progression; no enquiry is left unworked or unmanaged.
• Set and model excellent call standards including tone, pace, structure and next-step clarity.
• Manage complex or sensitive parent queries professionally, escalating complaints appropriately.

Skills

Telephone communication

Lead conversion

CRM usage

Data dashboards

Performance coaching

Tools

HubSpot

Job description

Family Adventures Group is seeking a Deputy Manager – Sales & Customer Experience Lead to drive enquiry conversion across nurseries. You will lead a small team, own call quality and follow-up discipline, and use data and CRM insights to maximise occupancy while supporting a supervisor.

The role reports to the Customer Success Manager, is based at Head Office in Weston-super-Mare, and carries a salary of £31,782.40 per annum for 40 hours weekly.