Client Engagement Executive

About the opportunity

We are looking for a confident, organised and results-focused Client Engagement Executive to manage enquiries, build relationships over the telephone and help prospective clients take the next appropriate step.

This is an important role within our business. You will often be the first person someone speaks to, so your ability to listen, explain information clearly and create a positive first impression will directly influence their experience.

We are looking for someone who enjoys speaking to people, is comfortable initiating conversations and understands that good results come from consistent activity, effective communication and reliable follow-up.

This is a telephone-focused position with clear daily and weekly performance expectations. A significant part of your working day will involve making outbound calls, responding to enquiries and following up on previous conversations. It is not primarily a reception or general administration role.

Previous experience in our industry is not essential. However, you must be willing to develop a thorough understanding of our services, follow established procedures and demonstrate that you can apply training effectively.

What the role involves

Your main responsibility will be to ensure that enquiries are handled professionally, promptly and consistently.

You will speak with people at different stages of their decision-making process. Some will be ready to arrange an appointment, while others may have questions, feel uncertain or need further information before proceeding.

You will need to understand what each person is looking for, explain the relevant information and agree a clear next step. This requires more than reading from a script: you must be able to listen carefully, ask appropriate questions and adapt your approach while remaining within our agreed processes.

You will also be responsible for keeping accurate records and managing your follow-up workload so that agreed actions are completed and opportunities are not overlooked.

Your key responsibilities1. Making and managing telephone calls

Make outbound calls to people who have enquired about our services, respond to incoming enquiries and follow up on previous conversations.

You must be comfortable spending a substantial proportion of your day on the telephone, maintaining a positive and professional manner throughout. You should be able to introduce yourself confidently, explain the purpose of the call and engage the person in a meaningful conversation.

You will be expected to manage both straightforward enquiries and conversations where someone is hesitant, distracted or unsure about proceeding.

2. Understanding clients and building rapport

Ask relevant questions to understand each person’s needs, priorities and reasons for enquiring.

Listen carefully rather than rushing through a conversation or giving the same response to everyone. You should be able to recognise when someone needs reassurance, a clearer explanation or time to consider their options.

The aim is to help people make an informed decision and arrange an appropriate next step—not to pressure someone into a booking.

3. Learning and explaining our services

Develop a strong working knowledge of our services, the enquiry and appointment process, and the approved information you are expected to communicate.

You will need to learn what our services involve, the differences between relevant options, common questions and the practical information clients need before attending.

Training will require active participation. We will expect you to take notes, ask questions, review information and demonstrate that you can explain it accurately in your own words.

You must be comfortable saying that you will check an answer rather than guessing, providing inaccurate information or making promises outside your authority. Specialist questions must be referred to the appropriate team member.

4. Managing follow-ups consistently

Maintain an organised schedule of follow-up activity and complete agreed callbacks when promised.

You will be responsible for knowing which enquiries need attention, what has already been discussed and what action should happen next. An unanswered call should be recorded accurately and managed according to the agreed process.

You must be able to remain consistent when people do not answer, postpone a decision or request a later conversation. This includes respecting communication preferences and recognising when someone does not wish to proceed.

5. Arranging appointments and next steps

Help suitable clients move from an initial enquiry to an appointment or another agreed action.

Explain the relevant booking arrangements, confirm essential details and ensure the person understands what will happen next. Where another team member will take over, provide a clear handover so the client does not have to repeat information unnecessarily.

Accuracy matters: appointments, contact details, notes and commitments must be recorded correctly.

6. Maintaining accurate records and using our systems

Use our customer management system to record contact attempts, conversation notes, outcomes and follow-up actions.

Your records should make it clear what the person is interested in, what information has been provided, any relevant questions or concerns, and the next agreed step.

You must be comfortable working across telephone, email and approved messaging systems, updating records as you work and keeping your task list organised. Client information must be handled carefully and in accordance with company procedures.

7. Following instructions and applying feedback

Follow agreed communication standards, booking procedures and working processes accurately.

We welcome sensible questions and suggestions, but essential steps must not be skipped or changed without agreement. You will need to balance a natural, personable communication style with consistent delivery of the required process.

You will receive feedback on your conversations, organisation and results. We are looking for someone who responds professionally, applies the feedback and demonstrates improvement—not someone who needs the same instructions repeated without change.

Performance expectations

This is a target-driven role with clear accountability. You must be comfortable working towards defined key performance indicators (KPIs), reviewing your results and discussing areas that need improvement.

Performance will be assessed across five main areas:

• Activity and consistency: Maintaining the expected level of call and follow-up activity throughout the working day.
• Responsiveness and organisation: Handling enquiries promptly, keeping callback commitments and completing outstanding tasks.
• Communication quality: Listening effectively, explaining information accurately and providing a professional client experience.
• Outcomes: Helping suitable enquiries progress to appointments and other agreed next steps.
• Accuracy and process compliance: Maintaining reliable records and following the required procedures.

Specific targets and how they are measured will be explained during the recruitment process.

High call activity alone is not enough. We expect quality conversations, accurate records and appropriate outcomes alongside consistent effort.

The experience and qualities we are looking forConfident telephone communication

You should have experience in a role involving regular customer conversations, such as telephone-based sales, customer service, appointment coordination, enquiries or account support.

You must be able to speak clearly, build rapport and guide a conversation without sounding overly scripted, rushed or pushy.

Organisation and attention to detail

You should be able to manage several ongoing conversations and commitments without losing track of the next action.

We need someone who keeps their records current, checks details and completes routine responsibilities without repeated reminders.

A results-focused approach

You should understand the importance of working towards targets and be willing to take responsibility for your contribution.

You must be able to recognise when your approach is not working, seek appropriate support and make practical improvements rather than simply repeating the same activity.

Reliability and professionalism

Punctuality, consistency and a professional attitude are essential. The role depends on someone being available, prepared and focused during their agreed working hours.

You should remain polite and composed when conversations are challenging and be able to move on professionally after an unsuccessful call.

Willingness and ability to learn

You must be prepared to learn detailed service information and keep your knowledge up to date.

We are looking for someone who takes training seriously, retains information and uses it confidently and accurately in day-to-day conversations.

Confidence with technology

You should be comfortable using computers, entering information accurately, managing emails and learning new systems.

Previous experience using a customer relationship management system is helpful, although training on our own systems will be provided.

Experience that would be particularly useful

Experience managing inbound enquiries and outbound follow-up calls would be especially relevant, as would previous responsibility for booking appointments or helping customers make decisions about a service.

A background in a target-led environment will be valuable, particularly where you can explain the measures you worked towards and provide examples of your results.

Industry experience is less important than your telephone ability, work ethic, organisation and willingness to follow a consistent process.

Training and support

You will receive an introduction to our services, systems, communication standards and booking procedures.

Ongoing feedback and performance reviews will help you understand what is working well and where improvement is needed. You will be expected to participate actively in training and take increasing responsibility for managing your workload confidently.

The role offers a clear area of responsibility and the opportunity to make a measurable contribution to the business through the quality of your communication and follow-up.

How to apply

Please submit your CV with a short supporting statement explaining your relevant telephone experience, the types of enquiries or customers you have handled and any performance targets you have previously worked towards.

Pay: £22,000.00-£52,920.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Employee discount
• Free parking

Work Location: In person