This role will involve but is not limited to:

• Dealing with client queries and concerns before they reach formal complaint stage
• Investigating concerns raised, ensuring appropriate remedial action is taken and escalating to senior managers as appropriate
• Keeping the client updated at all times
• Updating and maintaining central systems and record keeping processes
• Liaising with Head of Department/Deputy Head with insights
• Receive and handle all types of calls based on feedback for the business creating a welcoming professional impression providing excellent customer service on every call. 
• Using case management and other systems tools to assist with calls and queries. 
• General admin duties as and when required including management of central inbox
• Working closely with colleagues to help to deliver a seamless client journey. 

About you - Skills & Experience Required:

• Must be client focused and share the value of delivering excellent service
• Must have experience of working within the legal profession, conveyancing experience would be advantageous but is not crucial
• Professional and self-motivated with a strong work ethic 
• Ability to work both independently and as part of a team 
• Excellent communicator and listener, with strong IT and literacy skills 
• Ability to work well under pressure
• Comfortable speaking on the telephone with clients, identifying their needs and how best to address them
• Ability to prioritise tasks and the agility to react in the event of urgent issues
• Ability to create a plan of action and ensure execution, alongside colleagues where necessary
• Excellent at creating an exceptional first impression and being a brand ambassador
• Ability to create good rapport with colleagues and constructively challenge colleagues and feedback information as appropriate at varying levels as and when required

Company Core Values:

• Aspire: challenge convention, entrepreneur with energy for change, to be the best that we can be
• Innovate: creatively evolve our working practices, using revenue & resources in a virtuous circle of improving our people, systems and growth
• Integrate: bringing together people and systems into a cohesive force
• Commitment: to delivering excellence client experience,  working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage