Under the day to day supervision of the Quality and Technical Manager the role will be to provide responsive customer service which ensures the firm meets its obligations to appropriate regulatory bodies, including borrowers, referrers and other external institutions.
You will be required to assess, co-ordinate and deal with complaints in order to determine the appropriate course of action. This will involve assessing and reviewing the file against our Service Level Agreements in order to understand the merits of each complaint, moving through the appropriate stages of the complaints procedures, working with managers and colleagues to ensure that complaints are resolved at the earliest stage and, where appropriate, advising team leaders and senior managers on appropriate forms of redress where complaints are upheld.
Required skills and experience
You will need to hold excellent customer service and communication skills and the ability to work under pressure in a busy volume Unit. You will be communicating with third parties and external institutions and therefore excellent verbal and written communication skills are fundamental for this role as is the ability to demonstrate experience in administration skills.
You must have a professional approach to work. It is also important to demonstrate a proven commitment to client care.
Previous experience in conveyancing is not essential but working in a customer service environment would be an advantage although training will be given.
If you meet the criteria above, and are interested in working for one of Yorkshire’s leading law firms, we want to hear from you. Please send your CV and a covering letter, including details of your current salary in this role to Neil Towse, HR Manager. Email: firstname.lastname@example.org