Sales & Service Executive

Phenna Group; Cardiff; On-site; GBP 26,000 - 38,000; Full time

Job summary

Cansford Laboratories is a Cardiff-based specialist drug and alcohol testing laboratory and part of Phenna Group. The Sales & Service Executive handles warm inbound inquiries, turning them into revenue and serving as the named customer contact to build trust and long-term relationships.

You will coordinate routine sample collections, manage quotes, and support repeat business with a proactive, service-driven approach in a fast-paced SME environment backed by Phenna Group.

Qualifications

• Experience in customer service, sales administration, quotations or a similar customer-facing role.
• The ability to understand customer needs, explain services clearly and follow up confidently.
• Strong attention to detail, digital confidence and accurate record-keeping.
• The willingness to learn technical services and work within defined pricing parameters.
• A responsive, organised and customer-focused approach, persistent without being pushy.

Responsibilities

• Respond promptly to warm enquiries and turn customer requirements into accurate quotations.
• Actively follow up quotes to move decisions forward and improve conversion.
• Manage your opportunities in the CRM from enquiry to close, keeping status and next actions up to date.
• Complete accurate order information and coordinate routine collections through our approved collector network.
• Look after your named customers, supporting repeat business and retention.
• Spot upsell and cross-sell opportunities and bring in technical or operational input where needed.
• Escalate collection exceptions and service issues to the Service Delivery Supervisor while staying responsive to the customer.
• Share frontline insight on customer needs and process friction with Sales and Marketing.

Skills

Customer service

Sales administration

Quotations

Customer follow-up

Record-keeping

Communication skills

CRM experience

Tools

HubSpot

CRM systems

Case-management systems

Job description

Company:

Company: Cansford Laboratories (part of Phenna Group)

Location: Cardiff, fully onsite

Contract: Permanent, full-time

Reports to: Head of Sales

About Cansford Laboratories

Cansford Laboratories is a specialist drug and alcohol testing laboratory based in Cardiff. Accredited to ISO/IEC 17025, we provide toxicology testing that people rely on to make important decisions in family law, social care and the workplace, so accuracy, impartiality and service are at the heart of everything we do. Cansford is part of Phenna Group, a leading testing, inspection and certification group, which gives us the backing of a larger organisation with the pace and personality of a growing SME.

The role

Cansford Laboratories is looking for a Sales & Service Executive to turn warm inbound enquiries into revenue and be the named point of contact for the customers you win. This is an inbound sales and service role rather than cold prospecting: customers come to us, and your job is to understand what they need, produce accurate quotes, follow up with purpose and close the order.

Once a customer is on board, you will coordinate their routine sample collections and look after the ongoing relationship, supporting repeat business and growth.

What you'll be doing

• Respond promptly to warm enquiries and turn customer requirements into accurate quotations
• Actively follow up quotes to move decisions forward and improve conversion
• Manage your opportunities in the CRM from enquiry to close, keeping status and next actions up to date
• Complete accurate order information and coordinate routine collections through our approved collector network
• Look after your named customers, supporting repeat business and retention
• Spot upsell and cross-sell opportunities and bring in technical or operational input where needed
• Escalate collection exceptions and service issues to the Service Delivery Supervisor while staying responsive to the customer
• Share frontline insight on customer needs and process friction with Sales and Marketing

What you'll bring

• Experience in customer service, sales administration, quotations or a similar customer-facing role
• The ability to understand customer needs, explain services clearly and follow up confidentlyStrong attention to detail, digital confidence and accurate record-keeping
• The willingness to learn technical services and work within defined pricing parameters
• A responsive, organised and customer-focused approach, persistent without being pushy

It would be great if you also have:

• Inbound sales, conversion-focused customer service or account management experience
• HubSpot or a similar CRM, or laboratory or case-management systems
• Toxicology, legal, laboratory or regulated-service experience
• Experience in a fast-paced SME or service environment

Why Cansford?

This is a genuine opportunity to join Cansford at an important point in its growth, in a role that has been shaped around where the business is heading. You will have real ownership, a visible impact on how the business performs, and the support of Phenna Group behind you.

Phenna Group is an Equal Opportunities Employer