Customer Support & Lead Qualification Specialist

This is a remote position.

Customer Support & Lead Qualification Specialist
? Fully Remote 

The Opportunity

A growing organisation is looking for a calm, confident, and empathetic communicator to join their team as the first point of contact for inbound enquiries.

This role involves speaking with individuals who may be experiencing financial pressure, so the ability to handle sensitive conversations with professionalism and care is essential.

This is not a hard sales role — the focus is on understanding each situation, building trust, and qualifying opportunities for the wider team. There is clear progression available for high performers.

Key Responsibilities

• Handle inbound calls from prospective customers
  

• Understand individual circumstances and ask relevant questions
  

• Qualify leads against defined criteria
  

• Accurately record detailed information within the CRM system
  

• Conduct follow-ups where appropriate
  

• Provide reassurance and maintain a professional, supportive tone
  

• Prepare well-qualified opportunities for the sales team
  

What Success Looks Like

• Consistently high-quality, well-qualified leads
  

• Calm and structured handling of sensitive conversations
  

• Accurate and thorough CRM records
  

• Reliable and timely follow-up activity
  

Essential Experience

• Minimum 2 years’ experience in a phone-based role (non-retail)
  

• Experience handling sensitive or emotionally charged conversations
  

• Strong communication skills with the ability to guide discussions
  

• Comfortable using CRM systems and recording detailed notes
  

Desirable Experience

• Background in property, financial services, mortgages, or collections
  

• Experience supporting customers in financial difficulty
  

• Experience within a call centre or structured customer service environment
  

Not Suitable For

• Candidates with only retail or hospitality experience
  

• Those without phone-based customer interaction experience
  

• Individuals uncomfortable managing sensitive conversations
  

• Full-time, Monday to Friday (9am–5pm)
  

• Fully remote working
  

Requirements

• Must have access to a laptop/PC and phone
  

Important Information

This role involves regular conversations with individuals who may be under financial stress. Candidates must demonstrate:

• Empathy
  

• Professionalism
  

• Confidence