Enquiry Coordinator

Are you an organised, proactive and approachable individual? Do you have experience in providing reception cover? Can you provide a high-level of detail? Do you have a passion for delivering exceptional customer service virtually and in-person? Have you got experience in supervising a small team? If so, you could be our next Enquiry Coordinator.

In this role, you will provide a warm, well-organised, professional and enthusiastic Enquiry Support function through participating in cover, and operating as the supervisor, for Chesterfield and Nottingham reception areas, the main phone lines and relevant administrative tasks.

As part of this busy team, you must be a great communicator in-writing and verbally, be a team player, have strong computer skills, a willingness to learn, able to prioritise and multitask, and maintain a positive disposition.

You are a gateway to the Chamber for thousands of interactions each year, leading by example and contributing to the efficient and smooth running of our premises is an important task.

Due to the role operating as premise cover, the usual working pattern in Chesterfield will be:
– 9am to 5pm on Monday, Wednesday, Friday with a 30-minute unpaid break each day
– 3.5 hours between 10am to 4.30pm on a Thursday (provide your preference in the application covering letter).

• Front of house – Act as the first point of contact for all visitors and callers, ensuring a welcoming, efficient, and professional experience. Lead by example in maintaining high service standards for both in-person and virtual interactions. Receive, sort, and distribute incoming mail and deliveries, and prepare outgoing post or collections.
• Team supervision and support – Supervise and support a small reception team; managing rotas, providing on-the-job training, conducting one-to-one meetings and welfare check-ins, and encouraging positive working relationships. Monitor attendance, leave, and performance, escalating issues when appropriate and assisting with appraisals in coordination with HR.
• Customer service – Deliver high-quality enquiry services, including greeting visitors, handling calls/emails, responding to and escalating customer issues, and managing visitor access. Coordinate contingency plans and provide ad-hoc cover on Tuesdays and Thursdays e.g., during leave as needed.
• Administrative support to Facilities – Assist the Facilities team with updating maintenance logs and trackers, overseeing shared office/first aid kit/refreshments supplies, and ensuring common areas remain tidy and functional, maintaining accurate records, following up on outstanding facilities issues and supporting ongoing improvements to internal processes.
• Communications support – Coordinate departmental meetings, contribute to communication and information-sharing across teams, and ensure internal systems (e.g., communication platforms) are functioning smoothly. Maintain and update a reception ‘how-to’ guide and deliver training to new team members or those providing temporary cover.
• Health, safety and compliance – Ensure all front-of-house operations align with company policies, including health and safety, access control, and security procedures. Escalate issues for resolution and assist with preventative measures to reduce complaints or disruption. Act as a first aider and fire warden onsite, and support evacuations including drills and fire alarm testing (training provided).

• Previous experience in a front-of-house or reception role, ideally in a supervisory capacity.
• Excellent communication and interpersonal skills.
• Independent working confidence but also as a team player.
• Familiarity with customer management in-person and virtually.
• Strong organisational and multitasking abilities.
• Experience being discrete and handling confidential information.
• Confident using Microsoft Office (particularly Outlook, Teams and Word).
• A professional, can-do attitude and the ability to remain calm under pressure.
• A willingness and ability to learn on-the-job.
• Personable and approachable but also constructive.
• Strives for continuous improvement in a positive manner.
• Reliable, punctual and proactive.
• Attention to detail.
• Flexible and responsive to the needs of a dynamic environment.
• Able to listen to and accept feedback, acting to continually improve processes.
• Awareness of health and safety, and data protection protocols.

For more information please click here to view the job description and person specification.

East Midlands Chamber (Derbyshire, Leicestershire, Nottinghamshire) is a well-respected and award winning membership, representation and business support organisation that aims to enhance businesses and communities in the three cities and three counties. With more than 4,100 members and working with 12,000 businesses each year, we have established a reputation as the voice of the region’s business community.