Senior Service Consultant

Hiring Manager - Lauren Fifield

Closing Date - 7th March 2025

The Opportunity

As a Senior Service Consultant in the Conveyancing Service team, you will play an integral role in providing customers with relevant and timely information on their property transaction, that comes directly from the solicitors via the Optimus portal and service communication channels. This process will then ultimately lead to increased retention, revenue growth and advocacy. You will have the freedom to work autonomously in this role, reporting into your Team Manager.

The role will involve:

• Ensuring the introducer instructions are checked where needed and are picked up by firms and actioned within the SLAs
• Independently answering queries from customers & intermediaries
• Chasing updates from solicitors and updating intermediaries with full and accurate information
• Ensuring that the portal is updated and accurate with any updates that you receive, verified through Manager spot checks
• Dealing with escalations and smaller complaints to avoid them getting to larger/formal complaints
• Dealing with complaints via the operational process and adhering to SLAs
• Independently deal with inbound calls and emails
• Independently pulling status reports and manage own workload
• Managing your own targets and the work involved in hitting them
• Take responsibility for call answer rates on your accounts

About You

You will have experience as a sales progressor, letting agent, customer facing broker or telephone-based customer service agent. You will have excellent communication skills (both written and verbal) and the ability to help customers clarify their requirements and explain a complicated process to them.

You will also have/be:

• Experience or knowledge of the conveyancing or mortgage process would be a distinct advantage.
• IT literate, particularly the MS Office suite of products and CRM systems
• Excellent customer service skills
• The ability to deal with difficult conversations and use your initiative to solve a problem
• The ability to work in a team and autonomously
• Resilient and able to work to tight deadlines