Senior Client Resolution Coordinator

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.

• 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.

• 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