Monday to Friday, 9am- 5pm - including the entitled 7 hours off the job training
Job type:
Fixed Term Contract (16 months)
Salary & Benefits
Base Salary:
During first year: 13,741 per annum
During second year: Up to 22,222.20 per annum
About New Homes Law:
New Homes Law is a leading, dynamic, client-focused legal services provider specialising in residential property transactions across the UK. We work with some of the country's top new build developers and shared ownership housing associations, delivering a seamless and customer-focused experience. Our modern, forward-thinking approach combines expert legal advice with cutting-edge technology, ensuring an efficient and transparent journey for every customer. At New Homes Law, we invest heavily in innovation, professional development, and customer satisfaction, making us a trusted partner in the property sector and an exceptional place to build your career.
Your New Role:
This is an exciting opportunity for an ambitious individual to begin a career in Customer Care as a Customer Care Apprentice working towards a Level 3 Customer Service Specialist qualification. With full training, mentoring, and ongoing support, you will build strong foundational skills with a clear pathway to a Customer Care Assistant role.
As the Customer Care Apprentice, it's your job to provide a seamless, welcoming and proactive experience for clients from the point of instruction throughout their conveyancing journey. Acting as the first point of contact, you'll manage onboarding, support case progression through updates and client liaison, and work closely with Conveyancing Executives and the wider Conveyancing Assistants to ensure outstanding service delivery.
What You'll be Doing:
Act as the first friendly and professional contact for new clients.
Guide clients through the onboarding process (ID checks, welcome packs, initial documents).
Explain next steps clearly and manage client expectations.
Serve as a dedicated point of contact for general updates and reassurance.
Proactively chase case progress and update clients where required.
Manage incoming calls, emails, and walk-in enquiries, escalating where appropriate.
Monitor service standards and report back to manager where required (response times, communication clarity).
Receive, document and track customer complaints to ensure timely resolution including investigating issues by collaborating with relevant departments where necessary and communicating resolutions to clients clearly, calmly and empathetically. Following up to ensure satisfaction after resolution.
Maintain accurate client records in case management systems.
Support feedback collection and help monitor satisfaction scores.
Identify common client issues and report trends for service improvement.
Respond to and monitor online reviews.
Reach out to clients that leave negative reviews to gather feedback on their experience and report back.
Liaise with estate agents, brokers, and other third parties as necessary.
Support with any other duties necessary with the level of responsibility of this role as needed.
What You'll Bring:
We are looking for a motivated individual who is eager to begin their career in customer care and committed to developing their skills through an apprenticeship programme. The successful candidate will demonstrate:
GCSEs (or equivalent) in Maths and English as a minimum requirement.
A genuine interest in pursuing a career in customer care, with a strong willingness to learn and develop new skills.
Some previous experience within a customer-focused or office-based environment (desirable but not essential).
Excellent communication skills, both verbal and written, with the ability to communicate clearly and empathetically with clients and colleagues.
Strong organisational skills with exceptional attention to detail.
Ability to prioritise tasks effectively and manage workload in a fast-paced environment.
Self-motivated and capable of working independently, as well as collaboratively within a team.
A positive, friendly and approachable demeanour, with a genuine focus on client care.
Reliable timekeeping and consistent working methods.
Professionalism under pressure, with the ability to handle challenging or emotional phone calls in a calm and composed manner.
Strong ability to promote and represent a positive image of the company in all interactions.
Willingness to learn, adapt to new responsibilities, and embrace ongoing personal development.
Training to be provided:
You will complete a Level 3 Customer Service Specialist Apprenticeship,
The apprenticeship includes structured off-the-job training alongside practical workplace learning.
You will develop key customer care knowledge, technical skills, and professional behaviours.
The typical duration of the apprenticeship is 16 months.
Compensation & Benefits workings at New Homes Law:
In return, you can expect to work closely with an energetic team where your efforts and success will be noticed. We offer a competitive remuneration package as well as:
Enhanced annual leave allowance including birthday leave
Casual Fridays: Employees can enjoy a relaxed dress code
Complimentary lunch monthly on Friday.
Personal Development Plan tailored for your development
Supportive Culture: A friendly, family-like atmosphere with a focus on employee well-being and career development.
Free eye tests and discounted eyewear
Reward and recognition scheme: Employee of the month.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.