Location: Stratford-upon-Avon (hybrid working)
Type: Part-time – circa 20 hours per week (flexible by agreement)
Experience Level: Mid-level
Salary: £26,500 per annum pro rata, plus performance incentives
Reporting to: Managing Director
About Inspire KBB
Inspire KBB is a specialist marketing agency working exclusively with independent kitchen retailers across the UK. We help our clients generate high-quality enquiries, improve conversion, and grow sustainably.
Alongside our marketing services, we have developed a centralised early-stage customer service and lead qualification function, handling initial enquiries, qualifying prospects, and booking Discovery Session (initial consultation) appointments on behalf of our clients.
The service is proven, demand is growing, and we are now investing in its next stage of development.
The Opportunity
We are recruiting a Customer Services Manager to take ownership of this function as a specialist role within Inspire KBB.
Rather than working for a single showroom, you will operate as an extension of multiple independent kitchen retailers, acting as their first point of contact for new enquiries generated by our marketing campaigns.
This is a role with genuine scope to grow as the service develops.
Role Overview
You will manage early-stage customer enquiries, combining strong customer service with a soft, consultative sales approach to qualify leads and book Discovery Session (initial consultation) appointments for client showrooms.
You will join a small and growing team and will be provided with full training and all tools required to succeed.
Role Objective
Secure Discovery Session appointments from brochure download leads
Deliver professional, knowledgeable customer service to all prospects
Act as the first point of contact in the customer journey, where first impressions are critical
Balance customer care with commercial outcomes using a soft-sell approach
Key Responsibilities
Lead Handling
Contact new brochure download leads within 24 hours, ideally within one hour
Follow the Customer Nurture Schedule across email, phone, and SMS / WhatsApp
Communicate in a personable, professional, and persuasive manner
CRM & Systems
Manage all activity within the CRM (Pipedrive)
Maintain accurate records including notes, outcomes, and next actions
Follow defined processes and contribute to the development of the methodology over time
Client & Product Knowledge
Build a working understanding of each client’s business, buying journey, and kitchen ranges
Confidently explain the customer journey to prospects
Lead Qualification & Booking
Qualify leads by geography, project stage, and budget (typically £20,000+)
Liaise with clients to confirm availability
Book and confirm Discovery Session appointments
Performance Measures
Performance will be measured against agreed criteria, including:
Number of Discovery Session appointments secured per client, per week
Speed of response to new enquiries
Quality of CRM notes and lead qualification
Adherence to the nurture process
Conversion of brochure downloads into qualified appointments
Client feedback on lead quality and communication
These measures underpin performance-based incentives.
Skills & Attributes
Personable, confident communicator
Persuasive using a soft, consultative sales style
Highly organised and task-orientated
System-orientated, able to follow and develop processes
Comfortable balancing customer service with commercial objectives
Experience
Sales or appointment-setting experience is helpful but not essential
KBB retail experience preferred but not required
CRM experience highly advantageous
Product knowledge and methodology can be coached
Hours & Working Pattern
Circa 20 hours per week.
Hybrid role with a minimum of 60% of agreed hours office-based. Hours and pattern will be agreed with the successful candidate.
Salary & Incentives
£26,500 per annum pro rata, plus performance-based incentives for exceeding agreed targets.
Career Progression
There are genuine progression opportunities for those who want them, including:
Increased responsibility as the service scales
Senior or lead roles within this function
Wider client-facing, consultative, or marketing roles
Progression is available but not mandatory.
Why Join Inspire KBB?
Join a small and growing team
Play a key role in building and scaling a proven service
Clear ownership, structure, and measurable impact
Full training and tools provided
Structured hybrid working