Job Description
The Senior Client Care Co-ordinator 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 will include investigation of complaints and resolving any issues alongside Heads of Department and Lead Directors.
This is a fulltime Permanent position and we would welcome candidates with experience in a professional or regulated environment including the legal sector. You will be office based through training and then revert to a hybrid position.
This role will involve but is not limited to:
* Handling client complaints and third-party concerns, in line with the Client Care Procedure
* Updating and maintaining central systems and record keeping processes
* Liaising with Head of Department/Deputy Head with insights
* Monitoring online reviews and social media contact, attending to responses and assisting with logging and any required liaison and facilitating to aid with resolution
* Where required, 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 reliable, Client focused and share the value of delivering excellent service
* Able to investigate independently and present your findings, escalating when necessary
* Must have experience of working within the legal profession and a good technical understanding of the conveyancing processes and procedures, ideally you will have worked in this area
* 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
* Ability to prioritise tasks and the agility to react in the event of urgent issues
* 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