Inbound Enquiries Co-ordinator | Circa £33,500 + excellent benefits | Permanent | Hybrid

Are you highly organised, customer‑focused, and confident handling multiple enquiries at pace? Do you enjoy being the first point of contact and making sure nothing slips through the cracks?

We’re looking for an Inbound Enquiries Co‑ordinator to play a pivotal role in how Thatcham Research responds to new business enquiries, complaints and commercial opportunities. This is a great opportunity for someone with strong administrative or customer service experience who enjoys structure, clarity and working across teams.

As our Inbound Enquiries Co‑ordinator, you’ll be the front door to the organisation for potential customers and partners. You’ll manage all inbound enquiries, making sure they’re captured accurately, triaged effectively and handed over smoothly to the right commercial teams through our CRM system.

What you'll be doing

Your work will directly support a professional, responsive customer experience and help ensure clear visibility of sales pipeline and demand activity across the business.

• Acting as the primary point of contact for all inbound enquiries via email, phone, web forms and other channels

• Acknowledging and responding to enquiries promptly and professionally

• Gathering and clarifying customer requirements using structured qualification questions

• Logging, updating and maintaining accurate enquiry, lead and opportunity data in the CRM

• Triaging enquiries and complaints, routing them to the appropriate internal teams and escalating where needed

• Supporting complaint handling in line with defined procedures and response time standards

• Monitoring enquiry trends and identifying opportunities to improve processes, response times and ways of working

• Producing regular reports on enquiry volumes, response times and quality metrics

• Supporting cross‑functional coordination to ensure enquiries are owned, progressed and resolved efficiently

Skills & experience that will set you up for success in this role:

• Previous administrative or customer service experience, ideally in a commercial, sales support or operational setting

• Excellent communication skills, with a confident and professional telephone and written style

• A high level of organisation and attention to detail, with the ability to manage multiple enquiries at once

• Experience working with CRM systems and maintaining high‑quality data

• Confidence in asking structured questions to understand customer needs

• The ability to assess priority and urgency, making sound triage decisions independently

• A proactive, customer‑focused mindset and a commitment to continuous improvement

(Experience supporting sales or commercial teams or working in a triage‑ or gateway‑based enquiry role, would be beneficial but isn’t essential).

Did you know...

Research tells us that men are more likely to apply to jobs if they meet only 60% of the criteria, whereas women often hesitate or don't apply unless they meet all of the criteria. This difference in application behaviour can contribute to the gender gap in career advancement and opportunities.

We know the perfect candidate doesn't exist! If you think you have what it takes but don't tick every box, we'd still encourage you to apply - it could be a perfect fit!

Perks & Benefits

Salary - Circa £33,500 dependent on skills & experience.

• 10% non-contributory pension

• 29 days holiday (inclusive of Christmas shutdown) + public holidays

• Group Life Assurance (equal to 4 x basic salary)

• Group Income Protection (after 6 months’ service)

• Salary Sacrifice schemes (cycle to work, home & tech scheme)

• Enhanced and competitive parental leave for all parents, regardless of gender or family structure

• Moneyhealth’s Financial Coaching & Wellbeing Platform

• Health Cash Plan (cash back on eligible medical treatments)

• Benenden Health Care (opt-in benefit)

• Reward & Recognition Programme

• Discounted gym membership

• Sports & Social club

• Payroll charitable giving

• Subsidised on-site restaurant

• Free on-site parking

When we work

Our standard working hours are 8:30 - 16:30 Monday - Thursday, early finish on Friday - 8:30 - 15:45 (Talk to us about flexible working if this doesn’t quite suit you).

How we work

We understand the benefits of remote and in-person collaboration and therefore have a hybrid working model – you’ll be expected to work from our office in Thatcham at least two days per week.

What we do

At the cutting edge of automotive research in the UK, Thatcham Research has a unique role in shaping the design of new vehicles and influencing ever higher standards of safety, security and repair. With an on-site Crash Laboratory, Repair Technology Centre and Training Academy, our research expertise is driving some of the very latest automotive developments in technology, materials and standards in this fast moving and highly technical industry.

Our Gamston facility is one of the UK’s leading sites for active safety, trialling and assessing the latest crash avoidance and driver assistance technologies.

Our Values

As an organisation that believes a strong set of Values are key to our organisational success and a sense of belonging for all colleagues, we ask that you understand, represent and apply our Values of Fearless, Inquisitive, Resourceful, Supportive and Trusted and demonstrate these Values throughout the recruitment process.

Our Commitment to Diversity, Inclusion & Belonging

We are dedicated to fostering an inclusive workplace which values diversity and embraces each individual's authentic self. We are proud to champion a culture where colleagues freely share their diverse perspectives, recognising that these contribute to our innovative spirit. Our journey of growth and understanding is continuous as we actively invest in diversity training, workshops, and partnerships to ensure positive change.

Beyond our partnerships with the Automotive 30% Club and Women in Data (WiD), we collaborate with various organisations to advance equity not only in gender but also across ethnicity, age, disability, social mobility, LGBTQ+ identities, experiences, and thinking. Our aspiration is to create an environment where everyone thrives, achieves, and experiences a genuine sense of belonging.

Recruitment process

We’re proud to manage our recruitment in-house and believe this direct approach enables us to give you the best possible Employee Experience we can – which starts right here, your application! We’re continuously striving to improve the candidate journey, and transparency (or communication) is a key area of focus – yes, even with salary & benefits.

What can you expect from our recruitment process?

• Regular updates on the progress / outcome of your application

• An initial telephone screening call with a Talent Acquisition Partner

• First interview with the hiring manager, usually via Teams

• Second/Final interview, in-person at our office (we may give you a role specific task to present on!)

• Personalised feedback following your interview – because everyone deserves that!

• An opportunity to give us your honest feedback in a short survey on all of the above

Check out our post on using AI during your application and interview!

We’re committed to removing barriers. If there are any adjustments we can make to better support you, please let us know when you apply.

All applicants must have Right to Work in the UK.

If you're experiencing any issues with our career site or application from, please let us know here: careers@thatcham.org ⁠