Enquiries Executive / Customer Service Advisor

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 are working with an established specialist manufacturer supplying bespoke products to the construction and commercial interiors sectors. The business combines technical expertise with quality craftsmanship, working closely with customers to turn project requirements into finished products.

They are looking for an Enquiries Executive to provide a helpful, professional first point of contact for customers. This is an opportunity to build your product knowledge and work closely with sales, estimating and technical colleagues, playing an important part in the customer experience.

The role

You'll handle incoming enquiries by phone, email and online, asking the right questions to understand customer requirements and making sure each enquiry reaches the appropriate team with complete, accurate information.

You'll also explain next steps, clarify missing details and manage expectations, helping customers understand how their enquiry will progress.

Your responsibilities will include:

• 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.

About you

You'll have experience in customer service, a contact centre, sales support or another customer-facing role, alongside strong administration skills.

We're looking for someone who:

• Communicates clearly and confidently by phone and email.
• Listens carefully, asks useful questions and is comfortable clarifying information.
• Takes pride in accurate records and follows processes consistently.
• Can prioritise several enquiries while remaining calm and organised.
• Is confident using a CRM system, Microsoft Office and Google Workspace.
• Enjoys helping customers and working with colleagues to resolve queries.

Experience within manufacturing, construction or a technical product environment would be helpful. HubSpot, enquiry qualification or estimating support experience would also be an advantage.