Hours: Monday - Friday between 9.00am - 17.00pm
Salary: Up to £28000 per annum
Location: This is a hybrid role based primarily from home. You will be required to work from our Wolverhampton/ Hatfield office two days per week
Brief Overview of Geobear
Geobear is a specialist ground engineering contractor providing rapid, long-lasting solutions to problems of sinking and settling foundations, slabs and infrastructure. We improve and strengthen soils and infill using expanding geopolymers. We are a worldwide organisation and have been working in the UK for almost 40 years.
Role KPI’s
* Responding to clients in Whatsapp in 1 hour
* Booking site visits
* Communicating with customers via email within 24 hours of receipt
* <10% inbound call abandonment rate
* 90% call compliance rate
* Ensuring any call backs are undertaken the day they are received
* Working collaboratively to ensure customer portal messages are responded to within 24 hours of receipt
The Role: What You’ll Do
As a key member of our team, you will drive the initial customer experience and keep our operations running smoothly. Your core responsibilities include:
* Lead Management: Accurately input B2B and B2C enquiries from emails, calls, and webforms into Salesforce.
* Booking site visits
* Manage Communications with clients via Whatsapp
* Sales Support: Qualify sales opportunities and strategically schedule appointments for the sales team.
* Account Ownership: Manage enquiries for private, B2B, and insurance clients across multiple channels, ensuring every customer feels heard and valued.
* End-to-End Communication: Take full ownership of the customer journey, providing proactive updates from initial query to resolution.
* Administrative Excellence: Execute all project‑related admin with precision, including the management of insurance claims and complaints.
* Quality Control: Identify and elevate service delivery gaps to ensure we maintain our high standards.
* Agility: Tackle ad‑hoc tasks as they arise with a flexible, "can-do" approach (full training provided).
About You: Skills & Mindset
We value attitude and experience over formal qualifications. We want to hear from you if you are a customer‑centric professional who fits the following profile:
* Proactive and able to be persuasive over the phone
* Having natural urgency to follow up
* Organised and pedantic to follow up all tasks in Salesforce with deadlines and responsibilities
* KPI Driven: You are motivated by clear targets and thrive in a fast‑paced environment. You have a genuine passion for high‑volume call handling and take pride in "beating the clock" without sacrificing quality. For you, a missed KPI is a missed opportunity to help a customer.
* Tech‑Savvy: You learn new systems quickly; while full training is provided, prior experience with Salesforce or Claims Handling is a major advantage.
* Independent yet Collaborative: You are a self‑starter who thrives with autonomy while working remotely, but you never hesitate to jump in and support the team.
* Resilient & Reliable: You remain focused in a home‑office environment and take pride in being a dependable point of contact for worried homeowners. You stay calm under pressure and maintain focus in a home‑office environment.
* Problem Solver: You don't need to be an expert in ground engineering—we’ll teach you the science—but you must be an independent thinker with a strong work ethic. You must look for solutions rather than just reporting problems.
* Communications Specialist: You possess a "can‑do" attitude and a professional phone manner. Whether speaking to a residential B2C customer or a professional B2B partner, you adapt your tone to provide a premium, seamless experience at every touchpoint.
The customer service role can evolve to a residential sales role after high performance in 3‑5 years.
YOUR CAREER PATH: FROM CUSTOMER SERVICE TO RESIDENTIAL SALES
At Geobear, we believe the best salespeople are built from the inside out. This role is not just a job — it's a genuine launchpad for a career in residential sales. Every day you'll be developing the exact skills our top‑performing Area Managers rely on: deep product knowledge from handling hundreds of enquiries, consultative communication from supporting homeowners through stressful property issues, Salesforce mastery, and a sharp commercial eye from qualifying opportunities for the sales team.
After demonstrating consistent high performance over 3–5 years — hitting your KPIs, showing strong commercial instinct, and bringing a proactive, solutions‑oriented mindset — there is a clear pathway to progress into a Residential Area Manager role. That means owning a territory, conducting site visits, delivering quotes, and managing your own pipeline from first contact to close. We don't promote on tenure alone — we promote people who show they're ready.
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