Lead Support

We seek an Inbound Lead Support to field inbound lead enquiries for our available space. The role is very customer focused and plays an integral part of the leasing journey for prospective customers, being the first point of contact to all new enquiries and creating a strong first impression on behalf of the Industrials brand. You will share information that is relevant to their search criteria as well as entering vital details about their requirements into our system to help collate high quality and relevant data about prospective customers.
You will help prime the initial enquiry by establishing requirements and potential fit. The enquiry will then be passed to the outbound lead support team to see if  we have space that matches their requirements to qualify the lead and arrange a viewing. You will help the team to make sure all unit listings remain up to date so that our customers see high quality and relevant listings.

• Answer and respond to all inbound calls in a friendly and professional manner. Respond to all emails and messages that are received via our marketing platforms and which are captured and tracked by our CRM system
• Manage all new enquiries and gather relevant information on the needs and requirements of the customer. Record this information in our CRM system
• Evaluate all leads to establish whether we can offer space to meet their needs. Share qualified leads with outbound lead team and help disqualify any leads which do not have relevant requirements or are considered inappropriate for our space 
• Support the CEMs in the initial stages of a prospective customer’s journey with help to book viewings or arrange follow up communications
• Run daily and weekly call and enquiry reports to show progress of all leads to ensure quick response times and that no enquiries are left unanswered
• Maintain consistent and regular contact with CEMs to stay up to date with current space availability
• Monitor the status of units on online platforms we use such as Zoopla, Rightmove etc., and update or assist the wider team where appropriate 
• Where possible, help with any administrative roles associated with the marketing and leasing of vacant units

You will be a pivotal member of the Marketing and Support team and will work closely with members of the wider Asset and Customer Engagement Management teams: 

• You will work closely with our Customer Engagement Managers (CEMs) to share qualified leads as well as helping them ensure that online marketing information is up to date and that shared leads are responded to in good time
• You will work with other members of the Marketing and Support team to ensure that our available listings are always up to date with accurate information

You may work with some third-party service providers such as account managers from the portals which we list on (e.g. Rightmove, Zoopla) as well as the call handling service we use for out-of-hours enquiries and

• Previous experience in a similar customer focused role 
• Capable of dealing with a high volume and varied nature of queries raised by new and existing customers
• A good and personable telephone manner is essential
• IT literate, namely with Microsoft Office products such as MS Word, Outlook and Teams. Experience with CRM systems would be advantageous such as Microsoft CE or Salesforce. A willingness to learn to use other cloud-based platforms
• An understanding of marketing and letting of commercial/residential property is desirable, such as within an estate agency business.

Key Candidate Attributes

• Strong interpersonal and communication skills are paramount 
• An ability to work well independently, but also as part of a wider team
• Highly organised, with good time management and attention to detail
• A positive, can-do attitude, to assist with customers queries and problems