Enquiries Executive

Enquiries Executive

Responsible to: Interim Head of Commercial

Hours: Monday to Friday: 08:30 – 17:30 (1 hour unpaid lunch)

Your Mission:

As an Enquiries Executive, you're often the first person our customers speak to. Your mission is to give every customer a great first impression: listening carefully, asking the right questions, and making sure their enquiry gets to the right place quickly, whether it comes in by phone, email, or online.

You're also the first point of entry into our CRM system, so the accuracy of what you record sets the standard for the rest of the business. This will ensure that customers get a smooth experience and colleagues have the information they need to focus on their core role.

Our Values:

You'll bring a bright, reassuring, and helpful manner to every enquiry, paired with the discipline to follow our process closely, every time.

Make Sure: Follow our process closely and check every detail, so customers can trust we've got it right.

Make Customers Happy: Be the bright, friendly voice that reassures customers and gives them confidence from their very first contact.

Make It Work: Take ownership of enquiries and solve problems calmly and helpfully, keeping things moving.

Make Your Mark: Bring energy and ideas, while staying consistent and reliable in how you work.

Job Purpose:

To be the first point of contact for all incoming enquiries, making sure every customer gets a quick, friendly, and professional response. You'll check and qualify each enquiry, record accurate information in the CRM, and route it to the right team, so the business can respond quickly.

Key Responsibilities:

• Answer and triage incoming enquiries by phone, email, and web, giving every customer a fast, friendly first response.
• Ask the right qualifying questions to establish customer type and order scope, location, and requirements as the enquiry is logged.
• Consistently set and manage expectations with every customer, so they clearly understand what to expect at each stage of the customer journey (service levels, timelines, documentation, product manufacture and delivery and payment)
• Record complete and accurate information in HubSpot, keeping critical CRM fields at 100% completion.
• Route qualified enquiries to the right team (e.g. Estimating, Specification, Sales) within agreed timescales.
• Politely query or challenge information that does not meet qualifying criteria, and manage customer expectations that their enquiry may not be suited to the business.
• Keep customers informed of next steps and escalate anything urgent or out of the ordinary.
• Support continuous improvement of the enquiry process, flagging bottlenecks or better ways of working.

Experience:

• Experience in a customer service, contact centre, or customer-facing role.
• Confident using a CRM system; HubSpot experience is a plus.
• Comfortable using Google Workspace and Microsoft Office.
• Experience in construction, manufacturing, or a similar technical industry is helpful.
• Experience in a pre-qualification, sales support, or estimating role is a bonus.

Key Skills and Qualifications:

• Excellent communication skills, on the phone, by email, and in person.
• A genuine interest in helping people and solving problems.
• Confident enough to ask questions and politely challenge information when something doesn't look right.
• Calm and organised, even when things get busy.
• Strong attention to detail.
• Able to manage and prioritise several tasks at once.
• Strong written and spoken English.

Outcomes:

This role will be measured by:

• Maintain a response time of <1 day for all enquiries.
• Maintain 100% completion of critical CRM fields.
• >95% enquiries accepted by Sales & Estimating first time.

If you’re up for a new challenge this year, please send your details and CV.

At Forza Doors, we champion equal opportunities for everyone. We welcome applicants from all backgrounds and are committed to a diverse and inclusive workplace.

Benefits:

• Company pension
• Health & wellbeing programme
• Life insurance
• Referral programme