Job Description

Job Title:

Service Support Executive

Department:

Dezrezlegal

Location:

Swansea, SA1. Office based until successful completion of probation followed by a requirement to work a minimum of two days a week in the office with the option to work the remainder from home.

Term:

Permanent

Salary:

23,809 - 26,000 depending on experience

A bit about us:

Dezrezlegal are an independent legal firm who help people buy, sell and remortgage homes across England and Wales. We market both directly to members of the public and via referral relationships with industry professionals to generate growth. We're looking for the right person to join our close-knit team, representing our business and providing excellent support to our industry partners, customers, and teams.

Main Purpose of the Rol

e:

The Service Support Executive will be responsible for:

1. Successfully onboarding newly instructed clients

2. Providing overflow capacity for incoming calls

3. Operating the main telephone line Service Support & Catch All options

4. Issuing draft contracts on residential conveyancing sale files

5. Administering incoming and outgoing mail

6. Administering incoming fax communications

7. Filing documents

Full training will be provided and no previous experience is required. The role is dependent on the ability to establish relationships quickly, manage expectations, and contribute positively to our team. Our Service Support Executives must be focussed on meeting the needs of our customers and have a drive to deliver the highest level of customer service.

Key Responsibilities:

To always provide the highest level of customer care to clients and industry partners To have a working understanding of the conveyancing process to assist customers with basic queries To provide overflow capacity for incoming calls To cover the main telephone line Service Support & Catch All options To book and maintain appointment slots for return calls to customers To identify customers who need additional support To identify incoming complaints and manage appropriately using the company complaint procedure To provide basic updates to customers where appropriate using our bespoke case management system To process incoming and outgoing mail To file documents in line with the company document retention policy To successfully onboard newly instructed clients. To include: Ensuring initial documentation is successfully provided To chase outstanding initial documents To provide support to clients experiencing difficulty with initial documents To provide the client access to our chosen online AML system To chase the provision of ID from clients to issue draft contracts To process client payments over the phone To log the memorandum of sale and issue initial letters To transfer responsibility for files to the live team in a timely manner To issue draft contracts and associated documentation accurately and in a timely manner on sale files To participate in the generation of ideas for the improvement of the service To maintain accurate and up to date records on our bespoke internal case management system at all times for the benefit of all parties and team members.

What you need to be successful:

Excellent customer service and administrative skills An approachable outgoing personality The ability to work collaboratively as part of a team Excellent communication skills - both written and verbal Basic maths and English skills Ability to work in a fast-paced environment
Job Types: Full-time, Permanent

Pay: 23,809.00-26,000.00 per year

Benefits:

Additional leave Casual dress Company events Cycle to work scheme Health & wellbeing programme Paid volunteer time Referral programme Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in Swansea SA1 8AS