Inbound Enquiries Co-ordinator | Circa £33,500 + excellent benefits | Permanent | Hybrid
Are you highly organised, customer‑focused, and confident handling multiple enquiries at pace? Do you enjoy being the first point of contact and making sure nothing slips through the cracks?
We’re looking for an Inbound Enquiries Co‑ordinator to play a pivotal role in how Thatcham Research responds to new business enquiries, complaints and commercial opportunities. This is a great opportunity for someone with strong administrative or customer service experience who enjoys structure, clarity and working across teams.
As our Inbound Enquiries Co‑ordinator, you’ll be the front door to the organisation for potential customers and partners. You’ll manage all inbound enquiries, making sure they’re captured accurately, triaged effectively and handed over smoothly to the right commercial teams through our CRM system.
What you'll be doing
Your work will directly support a professional, responsive customer experience and help ensure clear visibility of sales pipeline and demand activity across the business.
* Acting as the primary point of contact for all inbound enquiries via email, phone, web forms and other channels
* Acknowledging and responding to enquiries promptly and professionally
* Gathering and clarifying customer requirements using structured qualification questions
* Logging, updating and maintaining accurate enquiry, lead and opportunity data in the CRM
* Triaging enquiries and complaints, routing them to the appropriate internal teams and escalating where needed
* Supporting complaint handling in line with defined procedures and response time standards
* Monitoring enquiry trends and identifying opportunities to improve processes, response times and ways of working
* Producing regular reports on enquiry volumes, response times and quality metrics
* Supporting cross‑functional coordination to ensure enquiries are owned, progressed and resolved efficiently
Skills & experience that will set you up for success in this role:
* Previous administrative or customer service experience, ideally in a commercial, sales support or operational setting
* Excellent communication skills, with a confident and professional telephone and written style
* A high level of organisation and attention to detail, with the ability to manage multiple enquiries at once
* Experience working with CRM systems and maintaining high‑quality data
* Confidence in asking structured questions to understand customer needs
* The ability to assess priority and urgency, making sound triage decisions independently
* A proactive, customer‑focused mindset and a commitment to continuous improvement
(Experience supporting sales or commercial teams or working in a triage‑ or gateway‑based enquiry role, would be beneficial but isn’t essential).
Perks & Benefits
Salary – Circa £33,500 dependent on skills & experience.
* 10% non‑contributory pension
* 29 days holiday (inclusive of Christmas shutdown) + public holidays
* Group Life Assurance (equal to 4 x basic salary)
* Group Income Protection (after 6 months’ service)
* Salary Sacrifice schemes (cycle to work, home & tech scheme)
* Enhanced and competitive parental leave for all parents, regardless of gender or family structure
* Moneyhealth’s Financial Coaching & Wellbeing Platform
* Health Cash Plan (cash back on eligible medical treatments)
* Benenden Health Care (opt‑in benefit)
* Reward & Recognition Programme
* Discounted gym membership
* Sports & Social club
* Payroll charitable giving
* Subsidised on‑site restaurant
* Free on‑site parking
When we work
Our standard working hours are 8:30 - 16:30 Monday - Thursday, early finish on Friday - 8:30 - 15:45 (Talk to us about flexible working if this doesn’t quite suit you).
What we do
At the cutting edge of automotive research in the UK, Thatcham Research has a unique role in shaping the design of new vehicles and influencing ever higher standards of safety, security and repair. With an on‑site Crash Laboratory, Repair Technology Centre and Training Academy, our research expertise is driving some of the very latest automotive developments in technology, materials and standards in this fast moving and highly technical industry.
Our Gamston facility is one of the UK’s leading sites for active safety, trialling and assessing the latest crash avoidance and driver assistance technologies.
Our Commitment to Diversity, Inclusion & Belonging
We are dedicated to fostering an inclusive workplace which values diversity and embraces each individual's authentic self. We are proud to champion a culture where colleagues freely share their diverse perspectives, recognising that these contribute to our innovative spirit. Our journey of growth and understanding is continuous as we actively invest in diversity training, workshops, and partnerships to ensure positive change.
All applicants must have Right to Work in the UK.
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