Client Support Coordinator - Residential Conveyancing, Norwich (office based role)
This role is responsible for delivering excellent client service and supporting a smooth onboarding process for residential property matters. Key duties include handling client enquiries, issuing quotes, opening files, completing ID, due diligence, AML, and source of funds/wealth checks, and providing administrative support throughout the client journey.
* Act as the first point of contact for new and existing clients via phone and web enquiries
* Issue quotes and onboarding documentation through Peppermint
* Manage referrals and open new client matters, ensuring all required information is captured accurately
* Support clients with ID verification, source of funds/wealth checks, and explain onboarding/legal requirements
* Carry out conflict checks and maintain accurate client contact and matter records
* Prepare, issue, receive, and upload onboarding documents
* Arrange appointments where needed and support fee earners with workflow planning
* Assist with deed/document requests, file closing, and wider team cover when required
* Follow best practice, compliance, risk, AML, CQS, and SLA requirements
* Complete mandatory training and continue professional development
Skills and Experience Required
* Experience in customer service or a similar professional services environment
* Strong communication, listening, and interpersonal skills
* Organised, detail-focused, and able to manage a high-volume workload
* Confident adapting communication style to different audiences and handling challenging situations
* Positive, proactive, and professional approach
* Competent in Microsoft Office and case management systems such as Peppermint
* Able to review source of funds information and follow up where further evidence is needed
* Ideally around three years’ relevant experience in a comparable environment
* Flexible and committed to meeting client and team needs
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