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Role Summary
The Appointment Setter acts as the vital bridge between marketing-generated interest and sales conversion for a diverse client base. Based full-time in our Wigan office, this junior-level role focuses on contacting warm inbound leads immediately to qualify their needs and schedule appointments. Success is measured by your ability to maintain a high lead-to-booking conversion rate and provide a professional first impression for the brands we represent.
Work Setup & Collaboration
Full-time, on-site role at our Wigan office to ensure high-speed response and team synergy.
- Operates within a small, agile team (1-10 employees), requiring high individual accountability and direct communication.
- Requires rapid response times to inbound enquiries, adhering to strict "speed-to-lead" protocols.
- Collaborates closely with lead generation specialists to provide feedback on lead quality and campaign performance.
What You'll Do
- Initiate contact with warm inbound leads via phone immediately following their enquiry.
- Conduct discovery conversations to understand customer needs and qualify them based on client-specific criteria.
- Manage calendars for various clients, booking consultations, surveys, or callbacks accurately.
- Execute persistent follow-up sequences for leads who are not reached on the first attempt.
- Maintain CRM integrity by updating lead statuses, detailed notes, and contact history in real-time.
- Adapt scripts to keep conversations natural and personable while ensuring all qualifying questions are addressed.
- Collaborate with the internal team to identify trends in lead behavior and suggest improvements to the conversion process.
- Represent multiple brands professionally, switching tone and context based on the client industry (e.g., dental, home improvement).
- Take ownership of the lead pipeline, ensuring no enquiry is left without a clear next step.
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Success Indicators
- Achieve a lead-to-appointment conversion rate aligned with industry-specific benchmarks.
- Maintain a "Speed to Lead" SLA, contacting new enquiries within target timeframes during business hours.
- Ensure 100% CRM accuracy, with no missing data points or orphaned leads in the system.
- Consistent daily activity volume across outbound dials and follow-up touchpoints.
Required Qualifications
- 1+ years of experience in a phone-based role such as customer service, recruitment, or telesales.
- Strong verbal communication skills with the ability to build rapport and handle objections naturally.
- High level of organization, capable of managing multiple client calendars and lead lists simultaneously.
- Resilience and persistence to follow up with leads multiple times while maintaining a professional demeanor.
- Technical proficiency in using CRM software and standard digital productivity tools.
- Fluent written and spoken English to ensure professional representation of UK-based clients.
- Ability to work on-site in Wigan on a full-time basis.
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Nice to Have
- Previous experience in lead generation or digital marketing agency environments.
- Familiarity with the home improvement, healthcare, or dental industries.
- Experience using GoHighLevel or similar marketing automation platforms.
- Basic understanding of paid advertising (Facebook/Google Ads) and how leads are generated.
About The Team/Environment
Zaffel is a high-growth, boutique agency where results and speed are prioritized. We maintain a fast-paced yet supportive environment where every team member has a direct impact on client success. Our process is data-driven and iteration-heavy, valuing continuous improvement and proactive communication over rigid hierarchy.
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