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 should have proven experience of managing customer complaints in a process-driven environment.
In addition, you will need to possess excellent customer service and communication skills. A confident, articulate and professional telephone manner is essential and this must be matched by the quality of your written work.
Committed to client care and to delivering a professional service, you must be highly organised and be able to work under pressure in a demanding environment that adheres to strict professional and technical standards and that operates within a framework of Service Level Agreements.
Knowledge of residential conveyancing and Remortgage work is desirable but not essential.
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 please send through your c.v and covering letter, along with salary expectations to email@example.com
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