Sales and Customer Service Executive

Location: Manchester, Ardwick

Salary: £30,000 per annum + commission per confirmed conversion

Contract: Full-time, Permanent

The Role

The Sales and Customer Service Executive will sit within the Manchester Head Office sales function of the Flow Student Accommodation Portfolio and play a pivotal role in handling both the phone and email enquiries to the central sales line and the overflow sales line. You will take ownership of the central sales inbound and outbound enquiries, answering questions from students and parents on their accommodation options within our portfolio, converting them to viewings or moving direct to booking. You will also manage the overflow of enquiries from site, supporting the teams to convert enquiries into viewings and bookings. Working closely with the Group Sales Manager, marketing team and on-site accommodation teams, you will manage the inbound and outbound leads through HubSpot, ensuring timely follow-up, high-quality communication and consistent sales processes. This is a target-driven role focused on great customer service and engagement, sales conversion, and pipeline management.

About Flow Student

Flow Student is the national student living brand from MCR Property Group, delivering high-quality, experience-led student accommodation across a growing UK portfolio. As we scale our platform, we are strengthening our central sales function to drive occupancy, improve conversion performance and support on-site teams through structured, data-led lead management.

Key Responsibilities

Lead Management & Conversion

Manage and respond to the overflow of inbound phone calls and general enquiries via HubSpot, portals and direct channels.
Conduct proactive outbound calls and follow-ups to convert warm leads into confirmed bookings.
Ensure all leads are contacted within agreed SLAs.
Maintain high conversion rates through consistent follow-up and pipeline management.
Support clearing of aged leads and improving response times across the portfolio.

CRM & System Management

Accurately record all activity within HubSpot. Maintain clean pipeline data to ensure accurate reporting and forecasting.
Track lead status, offers issued, bookings and contract progression. Escalate system or process issues where necessary.

Portfolio Sales Support

Work closely with site-based teams to support property-level occupancy targets. Provide visibility of pipeline performance to the Group Sales Manager.
Assist with sales campaigns, offers and tactical pricing initiatives. Support clearing and closing activity during peak letting periods.

Communication & Customer Experience

Deliver professional, confident and engaging communication via phone and email.
Provide accurate product knowledge across all Flow Student properties.
Promote the brand values and ensure consistent messaging aligned with marketing campaigns.
Ensure a seamless handover to on-site teams once bookings are confirmed.

Reporting & Performance

Work to clear KPIs and conversion targets. Contribute to weekly pipeline and performance reporting.
Identify trends in objections, pricing sensitivity and competitor activity. Support continuous improvement of sales processes.

Key Performance Indicators

Lead response time
Conversion rate (enquiry to booking)
Occupancy contribution
Pipeline hygiene and CRM accuracy
Booking turnaround time
Individual commission performance

About You

Previous experience in sales, telesales, lettings, hospitality or customer conversion roles.
Target-driven with a strong focus on achieving results.
Friendly and confident communicator, particularly over the phone. Organised and able to manage multiple leads simultaneously.
Commercially aware and motivated by performance and commission.
Able to work collaboratively with site teams and senior sales leadership.

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