Senior Client Care Coordinator
19 days ago
Peterborough
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