Sales & Enquiries Advisor

Highgate Care Services Ltd; Leeds; On-site; GBP 23,000 - 30,000; Full time

Job summary

Highgate Care Services Ltd. is seeking a Sales & Enquiries Advisor to join our Customer Service team in Leeds (LS15). This role focuses on guiding prospective residents and families from initial enquiry through admission with empathy and professional communication.

You will manage inbound/outbound enquiries, coordinate visits, and maintain accurate CRM records while building trust with healthcare professionals and referrers. A care-sector background is preferred.

Qualifications

• Experience in care sector or customer service environments.
• Ability to handle inbound/outbound calls and enquiries.
• Strong communication and empathy when dealing with families.
• Proficient with CRM systems and record keeping.
• Organised and able to manage multiple enquiries.

Responsibilities

• Manage inbound and outbound telephone, email and digital enquiries.
• Be the first point of contact for prospective residents, families and professionals.
• Provide accurate information about services and care options.
• Qualify enquiries and ensure timely follow-up.
• Coordinate visits, assessments and follow-up calls.
• Maintain accurate records using CRM/database systems.
• Monitor response times and progression against targets.
• Produce reports and contribute ideas to improve processes.

Skills

Verbal Communication

Written Communication

Telephone Etiquette

Rapport Building

Empathy

Time Management

Organisational Skills

CRM Experience

Attention to Detail

Multi-enquiry Handling

Interpersonal Skills

Tools

CRM Systems

Database Skills

Job description

Sales & Enquiries Advisor

Leeds (LS15) | Full-time | Competitive Salary (DOE, discussed at interview)

We are looking for an experienced and compassionate Sales & Enquiries Advisor to join our Customer Service team, based in our Leeds office.

This is an exciting opportunity for someone who understands the care sector and enjoys building relationships with people. Ideally, you will have experience working within older people's care, particularly residential and nursing care homes, and understand the journey families go through when considering care for a loved one.

You will be the first point of contact for prospective residents, their families, healthcare professionals and other referrers, providing a professional, supportive and informative service from the initial enquiry through to admission.

About the Role

Working closely with our Home Managers and operational teams, you will manage enquiries across the Group and ensure prospective residents and their families receive a positive and seamless experience.

You will be responsible for:

• Managing inbound and outbound telephone, email and digital enquiries in a professional and timely manner.
• Acting as the first point of contact for prospective residents, families and healthcare professionals.
• Understanding individual needs and providing clear, accurate information about our services.
• Qualifying enquiries and ensuring appropriate follow-up.
• Coordinating visits, assessments and follow-up calls.
• Building positive and trusting relationships with prospective residents and their families.
• Working closely with Home Managers and care teams to progress enquiries through to admission.
• Maintaining accurate records of enquiries, conversations and outcomes using CRM/database systems.
• Monitoring response times, enquiry progression and conversion against agreed targets.
• Producing reports and information as required.
• Contributing ideas to improve the enquiry, sales and admissions process.
• Ensuring every interaction reflects our values and commitment to high-quality care.

What We're Looking For

Ideally, you will have previous experience within the care sector, particularly in residential and/or nursing care for older people, and have a good understanding of the care home environment and the decisions families face when looking for care.

We would also consider candidates with strong experience in sales, customer service, enquiries, admissions or contact centre environments who can demonstrate the right approach and transferable skills.

You will need:

• Excellent verbal and written communication skills.
• A warm, confident and professional telephone manner.
• The ability to build rapport and trust quickly.
• Strong listening and questioning skills.
• A compassionate and empathetic approach.
• Excellent organisational and time-management skills.
• The ability to manage multiple enquiries and priorities effectively.
• Good IT skills and experience using CRM systems or databases.
• Excellent attention to detail and accurate record keeping.
• The confidence to communicate with families, healthcare professionals and senior colleagues.
• A customer-focused approach with the ability to guide people through their enquiry journey professionally and sensitively.

Why Join Us?

This is a key role within our Customer Service and Sales function, providing an opportunity to make a real difference to the experience of prospective residents and their families.

You will play an important part in helping families navigate what can often be a difficult and emotional decision, while working closely with our care homes to ensure the right support is provided at the right time.

Location

Leeds Office – Unit 7 Temple Point, Bullerthorpe Lane, Colton, Leeds, LS15 9JQ

Salary -Competitive, depending on experience – to be discussed at interview.

Hours -Full-time

INDREC