Client Engagement Agent/customer Service Agent

6 days ago

Newport, United Kingdom Harding Evans Solicitors Full time

Harding Evans are looking for a Client Engagement Agent/Customer Service Advisor to join their Residential Conveyancing team in Newport.

**The duties will include**:

- Administration:_
- First point of contact for clients/third parties, answering all calls/queries within agreed service standards.
- Ordering and checking title documents.
- Booking appropriate completion dates and carrying out searches.
- To create contacts/clients in the Case Management system ensuring that all key data is captured and recorded onto the system
- Ensure relevant systems and files are updated on a regular basis including the case management system.
- To assist in developing and maintaining other departmental databases
- To create the new client file in accordance with departmental guidelines to ensure that all correspondence, evidence and other information retained on the file is easily accessible and that all checklists in use by the department are included in the file documentation
- To support relevant fee earners in the arrangements of appointments that may be necessary with external parties to progress the client’s case
- To assist the department with file reviews which will include ensuring that file reviews are properly scheduled, that any non-compliance due dates are met and that all file reviews within the department are properly filed in the departmental central folder.
- Liaising with Departmental Head and organising departmental meetings
- Providing other administrative support within the team which may include preparing large parcels for despatch and preparing post for certain fee earners for signature at the end of the day
- To make calls out chasing information/documentation
- Provide secretarial/typing support when required
- Take phone messages when necessary
- Assist with any other administrative duties when required
- File opening and closing
- Client Engagement Agent_
- To ensure a smooth process in handling all of the aspects of on-boarding a client.
- Responsible for a wide range of duties from account opening to account maintenance, to internal Partner support with extensive client interface.
- To be the firms’ first point of contact with a prospect.
- Assist with proactively managing client relationships to maintain and improve client satisfaction and retention.
- To obtain the initial client information
- To conduct quality assurance via questionnaires and telephone communication.
- Develop excellent working relationships with the team and the broader organisation.
- To open case files and produce the relevant initial paperwork to clients.
- Checking all contact information is correctly recorded for all clients and prospects.
- Chasing any outstanding paperwork/information from clients to be able to progress a case.
- To ensure all GDPR and confidentiality regulations are adhered to at all times.
- To exercise sensitive management of the details received during conversations with the client.
- To provide high quality customer service to all clients and contacts.
- Participate in initiatives to improve the client and account management process.
- To contact existing commercial clients promoting our webinars, events etc.
- To appropriately cross sell the services of other Dept’s within the Firm at relevant stages of a matter.
- To maintain active logs of client engagement/retention to provide to Line Manager.
- To support and cover other team members when needed.
- To maintain a friendly and positive attitude as this is a client-focussed role.
- To undertake other tasks in line with the role, as instructed by Line Manager.
- To work in accordance with quality standards.
- To capture and record information so that KPIs can be measured.

**Job Types**: Full-time, Permanent

**Salary**: Up to £21,391.50 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Work Location: In person

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