Senior Client Resolution Coordinator

4 weeks ago

Peterborough, Canada Taylor Rose TTKW Limited Full time

This role will involve but is not limited to:

- 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.

About you - Skills & Experience Required:

- 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

Company Core Values:

- Aspire: challenge convention, entrepreneur with energy for change, to be the best that we can be
- Innovate: creatively evolve our working practices, using revenue & resources in a virtuous circle of improving our people, systems and growth
- Integrate: bringing together people and systems into a cohesive force
- Commitment: to delivering excellence client experience, working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage

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