Customer Experience Executive

19 hours ago


Altrincham, United Kingdom PLS Solicitors Full time

**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.
- Be a positive ambassador for PLS, learning about our unique selling points to promote us to prospective & new clients.
- Occasionally liaise with outsourcing department to ensure optimal efficiencies are met with regards to file set ups & or initial case open processes

**Essential Skills**:

- Must have experience in either customer service / property / or legal sectors
- 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 focused with experience of working in a customer service environment

**Here at PLS we offer a wide range of staff benefits**:

- 20 days holiday plus Bank Holidays
- Flexible holiday scheme so you can buy/carry over up to 5 days at the end of each holiday year
- Death in service cover
- Contributory pension
- Employee Assistance Programme & counselling service
- Study funding
- Salary sacrifice schemes: Nursery fees / Cycle to work / Company Cars / Technology / Gym memberships

**Some extra touches...**
- Free Conveyancing for staff and discounts for friends and family
- Discount club
- Kudos for the quarter awards
- Free taxi service from Navigation Road Tram Station to and from work
- Fantastic break room that includes a pool table, ping pong table & dart board
- Volunteering scheme
- Free fruit
- Vending machines
- Eye care
- Social events arranged by our Social Committee
- Charity events arranged by our Charity Committee
- Late start/early finish on your Birthday
- Relaxed dress policy
- Staff reward scheme when you introduce someone who comes to work for us
- Long service awards
- Free mortgage benefit

Schedule:

- Monday to Friday

Work Location: Hybrid remote in ALTRINCHAM



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