Job Purpose
Working within our Residential Conveyancing department you will support the team and be responsible for ensuring you maintain ongoing high performance and deliver a quality, client focused operation.
Key responsibilities
Client Management
* Maintain and build good professional and positive working relationships with clients, external institutions and organisations, and follow up in accordance with agreed procedures and SLA's
* Handle a high volume of calls, respond to voicemails and deal with correspondence that comes into the relevant shared email inboxes
* Update all documentation and databases accurately and promptly with the necessary information and ensure all matters are progressed promptly
* Ensure a positive client experience through high quality client service and effective communication
* Handle a range of different situations and react accordingly with tact, diplomacy and empathy to diffuse potentially tense confrontations in a positive and calm manner
File Opening
* Action new instructions and prepare for client file openings
* Open files for all new instructions within the required SLA for all sources
* Conduct welcome calls to all clients regarding their transactions
* Issue welcome packs to clients for all new instructions
* Accurately update details on matters which have already been set up and inform all parties of any changes
* Review allocation list and requirements
* Allocate the pre instruction file to the relevant conveyancer within the department.
Document Review, Identification Checks & General Administration
* Acknowledge and action scanned documents requiring action in the Command Centre
* Review all returned client documents and carry out necessary identification checks
* Review, action and complete milestones promptly to enable a smooth progression of the new client to the relevant caseworker
* Provide and amend quotes for non-referred matters and clients
Technical Responsibilities
* Issue Sale Contract Packs
* Preparing Draft Completion Statements and arrange completions
* Undertaking relevant searches and prepare Search reports
* Draft contracts and prepare Mortgage Reports
* Request Redemption statements
* Adhere to and promote compliance with Conveyancing Quality Scheme and the Conveyancing Protocol, the firm's policies, practices and procedures; legislation applicable to the profession and to any relevant quality standards
* Through training and other means, to keep fully up to date with relevant legislation and practice
Key Skills & Experience
* Experience of working within a customer service role
* Excellent communication skills both written and verbal
* Listening skills & ability to identify customer requirements
* Demonstrate a strong attention to detail
* Remain resilient and focused while handling difficult conversations
* Show willingness to learn, whilst recognising limits of ability and when to seek advice
* Good inter-personal skills, able to deal with all levels within an organisation and ability to deal with people from all backgrounds
* Ability to prioritise workload
* Ability to work collaboratively, playing an active role within the team.
* Good IT skills including experience in using Microsoft office tools – Word, Excel, Outlook
In return, we can offer you a competitive salary and benefits package.
Full time, permanent
Please note, this vacancy may be closed at any time if sufficient applications have been received.
Job Types: Full-time, Permanent
Benefits:
* Casual dress
* Company pension
* Employee discount
* Health & wellbeing programme
* Life insurance
* Store discount
Experience:
* Customer service: 1 year (preferred)
* Administrative: 1 year (preferred)
Work Location: In person