Title: Customer Advisor (Awards & Events)
Reporting to: Membership & CS Manager
Role Purpose:
Drive revenue growth by converting enquiries into sales across the UK and International Awards & Events product lines while delivering an exceptional, customer-first experience. The role is responsible for proactively engaging with customers, following up to ensure timely payment completion, and managing end-to-end sales interactions.
Act as a trusted advisor for UK and International Awards and Events customers, providing point-of-need support and identifying opportunities to maximise value. Capture and share Voice of Customer insights from client interactions to influence continuous improvement, enhance service delivery, and strengthen overall customer satisfaction.
Key Responsibilities
- Proactively engage prospective customers through outbound calls, emails, and follow-ups to generate new business opportunities across Awards & Events offerings
- Manage inbound enquiries and leads efficiently, ensuring monthly sales targets, service levels, and KPIs are consistently achieved
- Convert enquiries into successful sales across Awards & Events
- Provide point-of-need support to existing UK and International Awards and Events customers
- Proactively follow up with clients for payment completion and outstanding transactions
- Follow up on leads generated through sales initiatives and marketing campaigns within defined timeframes
- Maximise conversion rates through strong sales capability and in-depth product knowledge
- Manage all UK and International customer interactions via calls, emails, and ticket management systems, ensuring timely and professional resolution
- Resolve UK and International Awards and Events customer enquiries directly or escalate to appropriate internal teams when required
- Deliver UK and International post-sales support aligned with operational processes, exceeding customer expectations
- Identify and execute Awards & Events cross-sell and up-sell opportunities with existing customers
- Support online transactions and guide customers through the Awards and Events application processes via online meeting support
- Work collaboratively with internal stakeholders to maximise group-wide revenue and refer opportunities appropriately
- Capture and communicate Voice of Customer insights to support Awards and Events service, process, and product improvements
- Maintain up-to-date knowledge of British Safety Council products, services, competitors, and the wider health and safety landscape
- Maintain accurate and timely customer records using Salesforce CRM
- Adhere to administrative processes, company policies, and terms of employment
- Uphold the organisation's safety, health, and wellbeing standards at all times
Health & Safety Responsibilities
- Understand and fulfil health, safety, and wellbeing responsibilities
- Maintain an appropriate level of health and safety competence, reviewing development needs regularly with your manager
Skills & Qualifications
Essential
- Excellent English verbal and written communication skills
- Strong sales acumen with the ability to convert leads into revenue
- Proven ability to manage response times and meet KPIs
- High standards of customer service in B2B and B2C environments
- Strong follow-up, negotiation, and pipeline management skills
- Confident, assertive, and enthusiastic approach to customer engagement
- Resilient, target-driven mindset with the ability to handle setbacks
- Strong CRM and MS Office proficiency
- Collaborative team player with a customer-first attitude
Desirable
- Awards and events experience
- Experience using ticket management systems
- Exposure to UK and international B2B/B2C markets
- Ability to work effectively with global teams
- Experience of securing and onboarding event sponsors
Experience
- 2-4 years of internal / inside Sales experience
- Proven track record in new business development
- Experience achieving and exceeding challenging sales targets
- Demonstrated ability to respond to customer requests promptly and professionally
Systems & Tools
- Salesforce CRM experience preferred
