Job Description

Job Purpose

Working within our Residential Conveyancing department you will support the team and be responsible for ensuring you maintain ongoing high performance and deliver a quality, client focused operation.

Key responsibilities

Client Management

Maintain and build good professional and positive working relationships with clients, external institutions and organisations, and follow up in accordance with agreed procedures and SLA's Handle a high volume of calls, respond to voicemails and deal with correspondence that comes into the relevant shared email inboxes Update all documentation and databases accurately and promptly with the necessary information and ensure all matters are progressed promptly Ensure a positive client experience through high quality client service and effective communication Handle a range of different situations and react accordingly with tact, diplomacy and empathy to diffuse potentially tense confrontations in a positive and calm manner

File Opening

Action new instructions and prepare for client file openings Open files for all new instructions within the required SLA for all sources Conduct welcome calls to all clients regarding their transactions Issue welcome packs to clients for all new instructions Accurately update details on matters which have already been set up and inform all parties of any changes Review allocation list and requirements Allocate the pre instruction file to the relevant conveyancer within the department.

Document Review, Identification Checks & General Administration

Acknowledge and action scanned documents requiring action in the Command Centre Review all returned client documents and carry out necessary identification checks Review, action and complete milestones promptly to enable a smooth progression of the new client to the relevant caseworker Provide and amend quotes for non-referred matters and clients

Technical Responsibilities

Issue Sale Contract Packs Preparing Draft Completion Statements and arrange completions Undertaking relevant searches and prepare Search reports Draft contracts and prepare Mortgage Reports Request Redemption statements Adhere to and promote compliance with Conveyancing Quality Scheme and the Conveyancing Protocol, the firm's policies, practices and procedures; legislation applicable to the profession and to any relevant quality standards Through training and other means, to keep fully up to date with relevant legislation and practice

Key Skills & Experience

Experience of working within a customer service role Excellent communication skills both written and verbal Listening skills & ability to identify customer requirements Demonstrate a strong attention to detail Remain resilient and focused while handling difficult conversations Show willingness to learn, whilst recognising limits of ability and when to seek advice Good inter-personal skills, able to deal with all levels within an organisation and ability to deal with people from all backgrounds Ability to prioritise workload Ability to work collaboratively, playing an active role within the team. Good IT skills including experience in using Microsoft office tools - Word, Excel, Outlook
In return, we can offer you a competitive salary and benefits package.

Full time, permanent

Please note, this vacancy may be closed at any time if sufficient applications have been received.

Job Types: Full-time, Permanent

Benefits:

Casual dress Company pension Employee discount Health & wellbeing programme Life insurance Store discount
Experience:

Customer service: 1 year (preferred) Administrative: 1 year (preferred)
Work Location: In person

Reference ID: 39MAN