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Role Title - New Business Partner
Purpose of the Role
The New Business Partner plays a critical role in converting inbound and outbound opportunities into valuations, instructions and revenue. The role is responsible for engaging prospective customers, qualifying opportunities, booking valuations, nurturing leads and supporting Partner Agents to maximise conversion rates throughout the customer journey. Success in the role will be measured not simply by activity levels, but by the ability to create high-quality valuation opportunities, generate instructions and contribute to business growth whilst delivering an outstanding customer experience.
Key Responsibilities
Lead Generation & Conversion
- Manage inbound and outbound lead activity across all lead sources.
- Contact prospective customers via telephone, email, SMS and WhatsApp.
- Qualify customer requirements, motivations and moving timescales.
- Convert leads into valuation appointments.
- Support Partner Agents in maximising valuation attendance and conversion.
- Maintain regular communication with prospective customers throughout their decision-making journey.
- Re-engage dormant and inactive opportunities.
Valuation Booking & Pipeline Management
- Schedule and coordinate valuation appointments.
- Ensure all relevant customer information is captured and shared with agents.
- Maintain an accurate and healthy valuation pipeline.
- Monitor upcoming appointments and maximise attendance rates.
- Identify opportunities to increase valuation conversion and instruction levels.
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Customer Experience
- Deliver exceptional customer service at every stage of the journey.
- Build trust and rapport with prospective customers.
- Act as a professional ambassador for the business.
- Ensure customers receive timely communication and support.
- Support customers throughout the valuation booking and pre-appointment process.
Referral Generation
- Identify opportunities for:
- Mortgage Services
- Conveyancing Services
- Additional Property Services
- Ensure all referral opportunities are accurately recorded and submitted.
CRM & Data Management
- Maintain accurate CRM records.
- Record all customer interactions and activity.
- Monitor lead progression and update outcomes.
- Ensure high standards of data quality and compliance.
- Produce accurate reporting and pipeline information
Customer Hub Support The New Business Partner will support Customer Hub activities as required, including:
- Managing inbound customer enquiries.
- Directing enquiries to the appropriate Partner Agent.
- Supporting business projects and operational initiatives.
- Working collaboratively across departments to improve customer outcomes.
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Essential
- Strong telephone sales and communication skills.
- Ability to build rapport quickly.
- Strong organisational skills.
- Commercially minded and target driven.
- Excellent attention to detail.
- Ability to work in a fast-paced environment.
- CRM and Microsoft Office proficiency.
Desirable
- Estate agency experience.
- Property industry knowledge.
- Appointment setting or telesales experience.
- Lead generation experience.
- Mortgage or conveyancing referral experience.
Personal Attributes
- Positive and proactive attitude.
- Customer-focused mindset.
- Commercially aware.
- Results-driven.
- Strong work ethic.
- Self-motivated and resilient.
- Team player.
- Passionate about delivering exceptional customer outcomes.
Success in This Role
Success is measured by the ability to:
- Generate more valuations.
- Convert more opportunities.
- Create more instructions.
- Increase referral revenue.
- Deliver exceptional customer experiences.
- Contribute positively to business growth.
- Meeting KPI targets
The New Business Partner is not simply responsible for booking appointments; they are responsible for creating revenue opportunities and helping customers take the next step in their property journey.
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