The Senior Client Resolution 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 seeks to resolve client queries and concerns before they develop into a formal complaint.
The position is fulltime and based on site in our beautiful Peterborough Office, with a hybrid offering once training completed.
This role will involve but is not limited to:
* Dealing with client queries and concerns before they reach formal complaint stage
* Investigating concerns raised, ensuring appropriate remedial action is taken and escalating to senior managers as appropriate
* Keeping the client updated at all times
* Updating and maintaining central systems and record keeping processes
* Liaising with Head of Department/Deputy Head with insights
* 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 client focused and share the value of delivering excellent service
* Must have experience of working within the legal profession, conveyancing experience would be advantageous but is not crucial
* 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
* Comfortable speaking on the telephone with clients, identifying their needs and how best to address them
* Ability to prioritise tasks and the agility to react in the event of urgent issues
* Ability to create a plan of action and ensure execution, alongside colleagues where necessary
* 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