Job Description

Knights has always done things differently; in 2012, we were the first organisation of our type in the UK legal sector to attract private equity investment, enabling us to move from the traditional partnership model to a corporate structure, creating a clear separation between management / ownership and fee earners. We listed in 2018, building a reputation for being a premium law firm, with regional expertise combined with national capability.

Our business model and culture remain a clear differentiator from many legal services businesses enabling us to recruit individuals who wish to work in a modern professional services business. Our strong position in our markets, increased scale, national reputation, differentiated model and unique culture is enabling us to attract and retain high quality talent.

Integrar is part of Knights and is a market-leading provider of remortgaging and refinancing services for consumers, lenders, and intermediaries across the UK. Speed, efficiency, and effective customer communications are essential in ensuring high levels of customer service in remortgages, and Integrar already benefits from an award-winning technology platform.

Key responsibilities:

As a Customer Experience Representative for Integrar you will be expected to manage 60 inbound calls per day, being the first point of contact for major mortgage lenders, brokers, customers and third parties. It requires a passion for delivering an excellent standard of customer service, problem solving and query resolution, as well as being calm under pressure and an amazing team player.

Communication excellence -

Assisting clients, borrowers and other callers with a wide range of enquiries regarding their remortgage application.

Problem solving -

Taking ownership of issues to make sure that they get resolved within our SLA's.

Teamwork -

Working with the team of Caseworkers, to support the firm in achieving our objectives.

Attention to detail -

Accurately administrating client details using our case management system as well as use of Excel and Outlook.

Writing proficiency -

Responding to online customer enquiries via email.

Admin support -

Working on a variety of back-office processes to deliver our services and undertake any reasonable request from a Partner, Unit Head or other appropriate Manager from time to time

What you will bring to the role

As the first voice many clients and colleagues will hear, you will bring warmth, professionalism and confidence to every interaction. To thrive in this role, you will demonstrate:.

Communication excellence

- Exceptional verbal communication skills with a clear, friendly and articulate telephone manner.

Empathy and listening

- The ability to listen actively, show empathy and respond sensitively to caller needs.

Organisation and multitasking

- Strong organisational skills and the ability to manage multiple enquiries in a fast-paced environment.

Technological readiness

- Proficiency in, or willingness to learn, internal telephony and directory systems, and comfortable with technology as an enabler of efficient service.

Calmness under pressure

- A composed, thoughtful approach when dealing with high-pressure or sensitive situations.

Service orientation

- A genuine commitment to delivering outstanding client care and continuously improving service delivery.

Collaboration

- A team-player mentality with the desire to contribute positively to the team.

Attention to detail

- Meticulous when logging call information or following escalation procedures.

Discretion and professionalism

- A strong understanding of confidentiality, professional boundaries and appropriate tone in all communications.

Accountability

- A high level of personal responsibility and pride in consistently creating exceptional experiences for callers.

What does Knights offer?

You'll be joining one of the fastest growing legal services businesses where only you will limit how far and how fast you can go. You will be part of a One Team culture that encourages people to work collaboratively. We strive to deliver the best service possible for clients within a collegiate, team-based environment. Knights is constantly investing in our employees, with new offices and 11 refurbishments in the past 2 years providing a premium work environment and facilities. Our Leeds office at The Majestic provides a premium work environment within easy access of all public transport routes into the city centre. We have an excellent training and induction program for all new starters; an engaging on-site training team will give you the support and knowledge to succeed in your role. Great work-life balance with employee wellbeing and healthcare benefits. Expansive benefits package includes birthday gift vouchers, fully paid monthly volunteering time, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.
Job Types: Full-time, Permanent

Pay: From 25,100.00 per year

Benefits:

Additional leave Company events Company pension Cycle to work scheme Employee stock ownership plan Life insurance Paid volunteer time Private dental insurance Private medical insurance Referral programme Sick pay
Work Location: In person