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Our Purpose: We bring people and property together
Our Vision: Our people to love working with us, our colleagues to love recommending us and our customers to love using us.
Our Values
Personal: We are a people business. We treat everyone with respect. We care about our customers and about each other. We work hard as a team and have fun when we can.
Responsible: We always try to do the right thing. We listen and we take time to understand. We always tell the truth, even if it’s bad news. We take responsibility for our actions. When things go well, we celebrate our success. When we get it wrong, we say so and learn from our mistakes.
Straightforward: We keep it simple. We deal with complicated things so our customers don’t have to.
Passionate: We love working with property. We work hard, because what we do really matters.
Job Description
Keep the customer fully updated from the point of exchange to completion, to build a great rapport with the customer and handle any questions
Liaise with Other Lawyers to ensure everything is ready for the customers completion day , including proactively managing the chain through other lawyers and Estate Agents
Updating internal customers with the progress of the customers completion
Preparing customer documentation in a timely and accurate manner in advance of the completion date
Preparing financial invoices and ensuring receipt of all monies to enable the customer move
Proactively managing workflows and incoming post /faxes and taking the appropriate action in advance of completion
Answering incoming calls to the department and effectively dealing with all calls, with first call resolution where possible
Proactively chase Lenders and estate agents for documents required before the completion date.
Willingness to learn basic Conveyancing and understanding of regulatory guidelines
Ensuring the Case management systems are fully updated at all times
Carry out further administrative tasks including request from the Customer Moving Team Leader
A flexible approach to work to help cover peak times and ensure all tasks are completed
Example of how you will do your job
You will bring all aspects of our values to life: Personal, Responsible, Straightforward and Passionate:
Responsible – you will work by example in putting the customer at the heart of everything you demonstrating a strong sense of ethics in ‘doing the right thing’
Straightforward – your communication uses everyday language that takes the complex and makes it easier and relevant for our people to understand
Passionate and relentless - you’ll achieve yours, colleagues, and the businesses ambitions, in a multitude of ways and overcoming setbacks along the way. You will inspire your peers and colleagues to do the same, keeping them focussed and enthused, and celebrating successes as they arrive
Personal and authentic – you will create your own personal brand, being approachable to our customers, internal customer and third parties , positively portraying the countrywide Brand
Infectious Energy – the way you go about carrying out your role, with passion, energy, and determination to make a difference, will inspire others to do a great job and help a great working environment
Example of how you will know you are doing a great job
Excellent feedback from team members and other areas of the business
Customer feedback
Positive feedback from interval customers
Being a valued member of the team
High accuracy rate whilst working at volume
Achieving internal SLA’s
Recieving recognition through our internal incentives
Experience you will have for success
Great customer service skills
Strong administration skills
Excellent time management
Desire to learn new things and broaden experience
Excellent organisation skills
Be able to stay calm and provide leadership under pressure
Highly flexible in approach to problems where prioritising is essential
Excellent communication skills
A keen eye for detail whilst working in a busy environment
