Lead and Appointment Coordinator


Location: Stockton-on-Tees
Salary: Competitive plus benefits
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 re-engage 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


Requirements:
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
Previous similar role experience
For more information, please get in touch with Imperial Recruitment Group