Enquiry Manager

We are a well-established, award-winning company, based in Warrington, offering DNA, drugs and alcohol and healthcare testing services to the legal community, members of the public and companies across the UK and internationally. We’re looking for a New Enquiry Manager to join our Legal Customer Services team. This is a fantastic opportunity to play a key role in supporting legal professionals while developing your commercial and customer service skills.

As the first point of contact for our clients, you’ll handle inbound enquiries, provide tailored quotations, and deliver a consultative service that adds real value. You’ll work closely with internal teams to ensure a seamless customer journey from enquiry to conversion.

• Handling inbound enquiries from legal professionals, local authorities, and social workers
• Providing accurate quotations and following up to maximise conversions.
• Identifying opportunities to upsell and cross-sell services.
• Delivering a high-quality, consultative customer experience.
• Managing enquiries across phone, email, and chat.
• Keeping accurate records using Salesforce CRM.
• Resolving client queries efficiently, aiming for first-contact resolution.
• Working collaboratively with internal teams to support client satisfaction.

• At least 2 years’ experience in a B2B customer service role (legal/public sector experience is a bonus).
• Strong communication skills and a professional, confident approach.
• Commercial awareness and the ability to spot sales opportunities.
• Excellent organisation and attention to detail.
• Ability to multitask and work to targets in a fast-paced environment.
• A positive attitude with the ability to stay calm under pressure.
• Experience with CRM systems (Salesforce preferred) and Microsoft Office.

• Hybrid working (mix of home and office)
• Supportive team environment
• 25 days holiday + Bank Holidays increasing to 26 days holiday
• On-going training and development
• Company pension
• Free parking
• Life insurance
• On-site parking
• EAP
• Company maternity pay
• Company paternity pay
• Sick pay

Flexibility is key in this role, as working patterns may evolve to meet business needs. All employees are expected to follow company policies and procedures.