This role is ideal for someone who is organised, proactive, curious and confident working with different people across the business. You will have experience handling enquiries through different channels, bringing pace, care and professionalism to every interaction. You will also bring energy and ownership to the role, while demonstrating our core values of Decency, Enterprise and Brilliance at all times.

Key responsibilities

• Act as the first point of contact for inbound enquiries received through the website, hotline, webchat and email, ensuring every enquiry is handled quickly, professionally and with care.
• Assess and qualify enquiries from introducers, clients, business owners and general contacts, identifying their needs and routing them to the most appropriate person or team for follow-up.
• Manage the new introducer onboarding process, including initial set-up, CRM records, terms and conditions, required checks, and handover to the relevant Regional Director.
• Support Regional Directors and sales teams across Asset Finance, Invoice Finance and Bridging Finance by helping ensure introducer contacts are accurate, complete and up to date in CRM.
• Use lead management tools, decisioning platforms and internal processes to enable fast, efficient lead flow to sales teams and support stronger conversion outcomes.
• Source and maintain new introducer contacts to support marketing and sales campaigns, helping extend reach, improve targeting and create new opportunities.
• Work closely with industry partners and associations, including NACFB and Finance Connect, to maximise the value, engagement and lead generation impact of our memberships and partnership activity.
• Help build deeper relationships with introducers connected to key partners and associations, supporting the wider introducer strategy and new business origination.
• Manage staff and client referrals of new leads, ensuring they are passed to the sales team quickly, followed up consistently and tracked through to outcome.
• Monitor and report on lead volumes, quality, referral outcomes, CRM accuracy, introducer onboarding progress and partnership activity.
• Support marketing and sales email campaigns sent by the sales team, helping with audience data, coordination, tracking and follow-up where required.
• Support marketing events, gifting requests and wider campaign activity, keeping accurate records and helping ensure activity is delivered smoothly and professionally.
• Build a strong working knowledge of Ultimate Finance products, services, audiences and introducer relationships so you can communicate confidently and direct enquiries effectively.
• Represent the company professionally at all times, acting as a brand advocate and ensuring our tone of voice, values and standards are reflected in every interaction.

Characteristics & Behaviours

• Organised and able to manage multiple enquiries, tasks and priorities at pace.
• Proactive, confident and comfortable taking ownership.
• A strong communicator who builds trust with colleagues, clients, introducers and partners.
• Customer-focused, with the ability to listen, understand needs and create a positive experience.
• Curious and commercially aware, with an interest in how marketing, partnerships and sales drive growth.
• Positive, adaptable and values-led, demonstrating Decency, Enterprise and Brilliance.

Key skills and knowledge

• Confident and experienced in handling enquiries by phone, email, webchat and online channels.
• Able to qualify enquiries quickly and route them to the right sales contact or team.
• Comfortable using CRM systems, maintaining accurate data and tracking activity.
• Able to support introducer onboarding, lead management, referrals and campaign activity.
• Confident working with Marketing, Sales, Introducers and external partners.
• Able to prepare clear updates and reports on lead flow, referrals, partnership activity and outcomes.