Customer Outreach Representative

Contract: Full time, Permanent position

Working Pattern: 7:30am – 5:30pm (Monday – Friday)

Salary Range: £26,000 – £30,000

Role Purpose

To generate new business opportunities and grow our customer base by making outbound contact with potential customers, qualifying their needs, and passing warm leads to our sales team and depot staff. You will also help re-engage lapsed accounts and support existing customers with follow-up enquiries.

Key Responsibilities

Lead generation and outreach

• Make outbound calls and send emails to prospective customers, including contractors, developers, utilities, local authorities and trade businesses
• Research target companies and identify decision makers such as site managers, buyers and plant managers
• Follow up on website enquiries, quote requests and marketing campaigns promptly
• Keep track of local planning applications, tenders and new construction projects as sources of leads

Qualifying and converting

• Understand each prospect’s upcoming projects, equipment needs, hire durations and current suppliers
• Qualify leads against agreed criteria before passing them on
• Book meetings, site visits and account set-up calls for the sales team
• Prepare basic quotes and hire rates within agreed guidelines

Account reactivation and support

• Contact lapsed and low-activity customers to understand why and win back their business
• Check in with new customers after their first hire to make sure they are happy
• Identify opportunities to cross-sell the wider fleet and services such as delivery, operator training and servicing

Systems and reporting

• Keep accurate, up-to-date records in our hire management software
• Report monthly on calls made, conversations held, meetings booked and pipeline progress

Person Specification

Essential

• Confident and personable telephone manner, with the resilience to handle rejection positively
• Clear written communication and good attention to detail
• Organised, self-motivated and comfortable working to targets
• Competent with Microsoft Office and comfortable learning new software
• A reliable, honest approach and the ability to build trust quickly

Desirable

• Previous experience in outbound sales, telesales, business development or customer service
• Knowledge of plant hire, construction, or a related trade or equipment industry
• Full UK driving licence (for very occasional depot or customer visits)

We are happy to train the right person. Attitude, work ethic and willingness to learn matter more to us than industry experience.

Measures of Success

• Number of outbound calls and meaningful conversations per week
• Qualified leads and meetings booked
• Conversion of leads to hires and new accounts opened
• Reactivation of lapsed accounts
• CRM accuracy and follow-up speed

A bit about Ridgway

At Ridgway rentals we pride ourselves on being a family-owned & family-run company with years of experience in the Plant hire sector. We run a vast range of machinery to cater to the needs of; Housebuilders, Civil engineers, Demolition works, Water treatment, Waste management & Agriculture. We take pride in providing an excellent level of service both efficiently & safely. Every member of our team forms an essential cog in an intricate machine and any successful applicant would need to be enthusiastic, a team-player & ready to muck in to any task that suit their skills with no two days ever likely to be exactly the same.