Description
Provide high-quality remote sales support to the on-site caravan sales operation by handling inbound and outbound enquiries, qualifying leads, booking appointments, supporting virtual viewings, and progressing customers through the ownership journey. The role focuses on fast, professional follow-up, accurate CRM administration, excellent customer experience, and full compliance with regulated sales standards.
Based in our Minehead Resort, reporting into our Skegness Caravan Sales Manager.
KPIs
* Speed to lead / response time to new enquiries
* Outbound contact rate and call quality standards
* Appointments booked and show rate
* Conversion rate (enquiry to appointment) and assisted conversion to sale
* Revenue contribution (attributed/assisted) and average enquiry value progression
* CRM data quality (notes, next actions, stages, consent)
* Customer satisfaction/feedback on remote experience
* Compliance/quality monitoring outcomes
General Duties & Key Accountabilities
Lead Handling & Sales Support
* Make timely outbound calls to new and existing enquiries, following agreed service levels and prioritisation.
* Qualify customer needs (budget, preferred models, usage, timelines) and match to suitable stock/options.
* Book and confirm on-site appointments and viewings; ensure customers have clear joining instructions and expectations.
* Support virtual engagement (video calls/virtual tours, sending brochures, pricing and ownership information).
* Maintain structured follow-up plans to progress leads, reduce drop-off and maximise appointment conversion.
Customer Experience
* Deliver a friendly, professional and consultative experience on every call and message.
* Explain the ownership journey clearly and consistently, including key costs and next steps.
* Handle objections and questions confidently, escalating complex queries to the Sales Manager where required.
* Ensure customers feel valued and informed, regardless of whether they proceed immediately.
* Support handover communications and aftercare touchpoints as directed by the Sales Manager.
CRM, Admin & Sales Governance
* Keep CRM records accurate and up to date: stages, notes, next actions, outcomes and customer preferences.
* Maintain strong administrative standards for documentation, appointment packs and communication logs.
* Update customers with accurate pricing and stock information, aligned to the latest approved materials.
* Use approved templates and processes for email/SMS communications and consent management.
* Provide daily/weekly performance updates and pipeline handover notes to the on-site team.
Compliance & Quality
* Operate within all regulated sales requirements, consumer protection legislation and company policies.
* Ensure transparency and accuracy in all communications; do not overpromise or provide misleading information.
* Follow GDPR and consent rules for calling, emailing and marketing communications.
* Participate in call coaching, quality reviews and training; action feedback quickly.
* Escalate any compliance risks or customer vulnerability concerns immediately.
Team Collaboration
* Work closely with the on-site sales team to ensure smooth lead handover and consistent messaging.
* Support sales events and open days through pre-event calling, confirmations and post-event follow-ups.
* Share customer insights and common objections to help improve scripts, materials and processes.
* Maintain a proactive, solutions-focused mindset while working remotely.
* Contribute to continuous improvement of the sales journey and customer experience.
Key Knowledge/Experience & Qualification Requirements
* Proven customer service or sales experience (telephone/remote selling desirable).
* Strong communication skills with a consultative, customer-first approach.
* Resilient and comfortable working to targets and activity standards.
* Excellent organisation and admin skills; confident using CRM systems and Microsoft tools.
* High attention to detail, especially around data quality and accurate information sharing.
* Understanding of regulated/ethical selling, consumer protection and GDPR principles (training provided).
* Ability to work independently in a remote environment and manage time effectively.
* Flexible to support peak trading periods, including evenings/weekends where required.
About Butlin's
At Butlin’s, we’re all about fun, excitement, and adventure by the bucketload! For over 80 years we’ve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders.
Ask any of our team, past and present, and one of the best things they’ll say about working at Butlin’s is our culture! We’re all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values.
So, if you want a role where you Create Smiles, where you aren’t afraid to Get Stuck In and where the team genuinely Cares For Each Other – this could be the perfect fit for you.
There has never been a more exciting time to join Butlin’s!