Appointment Setter (Warm Inbound Leads)

Role Summary

The Appointment Setter serves as the critical link between marketing interest and client revenue by transforming warm inbound leads into qualified appointments. Working on-site in Wigan, you will act as the first point of human contact for diverse service-based businesses, ensuring every enquiry is handled with professionalism and speed. This junior, full-time role is measured by your ability to maintain high lead-to-appointment conversion rates and data integrity within our systems.

Work Setup & Collaboration

• On-site presence at our Wigan office is required to ensure seamless communication with the internal team.
  
• Operate with high autonomy over your daily lead queue, prioritizing rapid responses to new enquiries.
  
• Collaborate closely with lead generation specialists to provide feedback on lead quality and campaign performance.
  
• Follow standardized qualification processes while maintaining the flexibility to have natural, unscripted conversations.
  

What You'll Do

• Contact new inbound leads immediately following their enquiry to maximize engagement and conversion.
  
• Qualify prospective customers by asking targeted questions based on specific client and industry requirements.
  
• Schedule consultations and surveys directly into client calendars using integrated booking software.
  
• Manage persistent follow-up cycles for leads who are not reached on the initial attempt.
  
• Maintain CRM accuracy by updating lead statuses, contact history, and detailed qualification notes.
  
• Navigate diverse industries, adapting your communication style for dental, healthcare, and home improvement sectors.
  
• Identify process improvements to help the agency increase the overall lead-to-appointment conversion rate.
  
• Own the lead journey from the moment of enquiry until the appointment is successfully handed off to the client.
  

Success Indicators

• Achieve a lead-to-appointment conversion rate aligned with industry-specific benchmarks.
  
• Maintain a "speed to lead" SLA, ensuring new enquiries are called within minutes of submission.
  
• Ensure 100% CRM data integrity, with no missing notes or outdated lead statuses.
  
• Consistently meet or exceed monthly commission targets (OTE £40K+).
  

Required Qualifications

• 1–2 years of experience in a phone-based role such as customer service, sales, or recruitment.
  
• Exceptional verbal communication skills with a natural ability to build rapport and guide conversations.
  
• Strong organizational skills to manage a high volume of leads without losing track of follow-ups.
  
• Proficiency with CRM systems and the ability to learn new digital tools quickly.
  
• Professional persistence and a positive, resilient attitude toward high-volume outreach.
  
• Fluent spoken English is essential for clear communication with UK-based customers.
  

Nice to Have

• Previous experience in a lead generation or digital marketing agency environment.
  
• Familiarity with the home improvement or healthcare service industries.
  
• Experience using automated scheduling platforms or multi-client CRM setups.
  

About the Team/Environment

Zaffel is a high-velocity lead generation agency that prioritizes quality and professional rapport over aggressive sales tactics. We operate with a growth-focused mindset, utilizing modern CRM automation and digital tools to support our clients' expansion. Our Wigan-based team is collaborative and fast-paced, offering a supportive environment where high performance is recognized through a competitive commission structure.