Job Description

We are looking for a new

Senior Client Resolution Coordinator

to join the Client Care Team here in

Peterborough

.

Taylor Rose is a Top 60 Law firm with a national footprint across the UK. We are committed to developing our employees and to delivering outstanding service to our customers. Our vision is to continue to deliver #smart #modern #law and to embrace and develop our employees through their career.

The

Senior Client Resolution Coordinator

is part of a team that is responsible for co-ordinating and monitoring client care within the business on a full-time basis. The role seeks to resolve client queries and concerns before they develop into a formal complaint

We work Monday to Friday 9am - 5pm, offering 26 days holiday, plus Bank Holidays, Pension, Company Events and a commitment to Training and Development opportunities.

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:

To challenge convention, an entrepreneur with energy for change. To be the best that we can be

Integrate

: Bring together people and systems into a cohesive force

Innovate:

To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth

Commit:

To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage
Job Types: Full-time, Permanent

Pay: 25,000.00-30,000.00 per year

Benefits:

Company pension On-site parking
Work Location: In person