Client Experience Executive

1 week ago

Altrincham, United Kingdom PLS Solicitors Full time

**Your Duties**:
**The purpose of the CEE is to ensure that our clients receive the best possible service from PLS by keeping them fully up to date with their property transaction through regular communication.**

Your duties will include but will not be limited to:

- Outbound calls - proactively contacting clients at key points throughout the legal journey
- Guiding and supporting the client through initial stages of the conveyancing Journey
- Answering clients’ questions in an efficient and timely manner
- Ensuring the firms AML policy is adhered to
- Managing the clients’ expectations through clear and informative communication
- Develop a trusted advisor relationship with clients
- Conducting and gathering consistent customer perception data and informing the relevant team or management of important/ recurring issues to ensure consistent customer care is being provided
- Gathering detailed customer experience feedback and ensure it is reported through our CMS
- Ensuring issues are resolved quickly and efficiently
- Occasionally provide quotations and answer any queries in relation to quotations in a timely and precise manner.

**Essential Skills**:

- A proven ability to learn new IT systems
- Excellent written and verbal communication
- Confident and professional telephone manner with the ability to build rapport quickly
- Strong attention to detail
- Strong organisational and problem-solving skills
- Client focussed with experience of working in a customer service environment
- Experience and knowledge of B2B introducers and building relationships with them.
- A keen eye for detail.
- Eager to learn new skills.
- Excellent admin and IT skills.
- Maintaining a level of professionalism and confidentiality the department

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