Hours: Monday – Friday 09:00am – 5:00pm (potential for overtime)
Type: Permanent
Imperial Recruitment Group are working with a key client who are a global business based in Stockton on Tees who are looking to recruit a Lead and Appointment Coordinator on a full time, permanent basis
Main Purpose
Deliver an exceptional customer journey by managing enquiries, booking survey appointments, coordinating operations, and supporting lead conversion in a target-driven environment. Acting as the first point of contact for private customers, local authorities, and occupational therapists, the role ensures smooth processes from enquiry to installation, while driving customer satisfaction and loyalty.
Duties
* Act as first point of contact for customers, local authorities, and
* Manage inbound enquiries and book survey appointments
* Conduct outbound follow-ups to reengage leads
* Maintain surveyor diaries and coordinate schedules
* Handle private leads and follow structured nurture journeys
* Manage local authority referrals in line with SLAs
* Drive customer uptake of ongoing service contracts
* Provide clear product information and guidance
* Process payments and support finance applications
* Maintain CRM accuracy, data integrity, and reporting records
* Manage customer feedback and review processes
PERSON SPECIFICATION
* Strong communication and telephone skills
* Experience supporting vulnerable customers via phone and email
* Customer service and lead management experience
* Appointment booking and diary management skills
* Excellent organisation and ability to prioritise workload
* Experience working to KPIs and service level agreements
* Proficiency in CRM systems and Microsoft Office
* Knowledge of administrative procedures and systems
For more information, please get in touch with Imperial Recruitment Group
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