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About
Do not sell or share my personal information
Join our dynamic and fast-growing legal practice, where we pride ourselves on delivering exceptional legal services to our clients. We are a team of dedicated professionals who value integrity, excellence, and client satisfaction.
Proddow Mackay Solicitors LLP provides services to several business units forming part of the PM Law Group. We are the PM Law Group and operate on a national basis offering an array of legal services. Our roots were established over 30 years ago, so have decades of experience in our respective fields. We are just regular legal professionals; we are advocates, strategists, and innovators committed to delivering exceptional legal services to our clients.
Across the business, we foster a culture of inclusivity and champion personal development so that each employee has opportunities to shine and flourish, and we want you to be a part of it.
As our newly appointed Customer Experience Manager you will be responsible for overseeing and improving the overall customer journey for our new and existing clients to ensure a positive and satisfying experience at every touchpoint. You will be responsible for analysing customer feedback, identifying areas for improvement, and implementing strategies to enhance customer satisfaction and loyalty.
The role also involves the day-to-day management of the customer experience team and overseeing and ensuring the effective handling of client complaints in accordance with regulatory, legislative and statutory requirements and ensuring the resolution of those client complaints in a fair, timely, and effective manner. This role involves investigating concerns, identifying root causes, implementing solutions to prevent future issues, liaising with the Legal Ombudsman and f creating reports for the senior management team and PM Law Group Board on complaint trends and outcomes.
Role Responsibilities
* Collect, analyse, and interpret customer feedback and complaint data from various sources (surveys, reviews, social media, etc.) to identify trends and patterns.
* Based on feedback and complaint analysis and proactive audits, pinpoint areas where the customer experience can be enhanced.
* Create and implement strategies to improve customer experience, such as optimizing processes, enhancing interactions, or improving communication.
* Track key performance indicators (KPIs) like customer satisfaction scores, and customer retention rates, to measure the effectiveness of CX initiatives.
* Work closely with other departments (legal teams, training, compliance, marketing, operations, IT etc.) to ensure alignment and implementation of CX improvements.
* Work particularly with the Compliance Team and MLRO/AML executive to ensure the identification, recording and analysing of any breaches and compliance failures discovered during Complaint investigations.
* Responsible for developing and training customer-facing staff, in conjunction with the in-house Training Team, on how to deliver exceptional service and manage customer interactions.
* Strive to create a consistent and positive experience across all customer touchpoints, including online, in-person, on the telephone, and through all other communication channels.
* Manage external review sites and responses, including Review Solicitors, Google and Trustpilot through empowerment across business areas, and work with the Marketing Team on external business reputation management.
* Understand the firm’s products and services to ensure customer needs and issues are effectively addressed.
* Ensuring the business meets the requirements of the firms Complaints Procedure, the Legal Ombudsman, the ICO, and Solicitors Regulation Authority.
* Liaising with the Legal Ombudsman as required.
* Monitoring and considering the impact of regulatory and legislative changes on the Complaints and Claims process, identifying any gaps and being proactive to address those gaps.
* Day to day management and supervision of the customer experience team.
* Undertaking appraisals, 121s, and support the team in meeting objectives in their personal development plans.
* Serving as a point of contact for all staff to seek clarification on Complaint issues.
You may be required to perform any other duties and to work in any other areas as requested by the Firm if necessary, which may include other offices and those of clients.
What we need from you
* Proven experience within customer service / customer experience management.
* Proven experience in leading, motivating and inspiring a team.
* Prior experience working in a regulated industry such as financial or legal services is desirable.
* Understand legal and regulatory frameworks relating to complaints.
* Demonstrate knowledge of relevant legal terminology and procedures.
* Excellent written and verbal communication skills.
* Ability to analyse data, identify trends, and make data-driven decisions.
* Ability to address and resolve customer concerns and issues effectively.
* Excellent organisational skills and an ability to get the best out of people and drive a strong team mentality.
* Substantial commercial awareness, integrity and a passion for excelling.
* Ability to understand and empathize with different customer needs and perspectives.
* Familiarity with CRM systems, customer analytics tools, and other relevant technologies as required.
* Demonstrate competent use of Microsoft 365 and Teams.
* Experience of driving the development of a Case Management System (“CMS”) for the benefit of the user’s experience and to drive efficiencies would be beneficial. Use of Proclaim would be an additional benefit.
* Ability to adapt to new technologies and changing customer expectations.
* Have the ability to adapt to differing situations as they arise in the Firm.
* Ability to handle sensitive and confidential information.
What we offer you
Our Sheffield Head Office, PM House, has been designed to be a high quality and pleasant working environment. In addition to a competitive salary and benefits package we offer:
* Competitive salary – £30,000 per annum.
* Working hours: Monday to Friday 9.00am – 5.00pm.
* Generous annual leave entitlement.
* We are a growing company, offering potential for career development and advancement.
* Lucrative ‘Refer a friend scheme’.
* Free parking.
* Free Costco card.
* On-site subsidised canteen with relaxation area.
* Employee assistance programme.
* Annual Summer and Winter parties.
* Award events.
* Additional annual leave entitlement for long service.
At the PM Law Group, we offer more than just a job – we offer a rewarding career where you can make a meaningful impact and grow both personally and professionally. We believe in investing in our employees and supporting their career development through training, mentorship, and advancement opportunities. Join us and be part of a firm that values diversity, equality, and inclusion, and is committed to making a difference in the lives of our clients and our community.
If this role isn’t for you, check out all our current vacancies online today through our group website: Careers – PM Law Group (PM Law Group – The PM Law Group )
We’re always looking for new people to join the Group who represent our values and want to take advantage of our experienced and award-winning training programs. If you do not see a role that complements your experience, you can always submit a speculative CV!
The PM Law Group are an equal opportunities employer.
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