Customer Services Administrator

Reference Code:

WRCADI

Main purpose of the job: 

To proactively manage and convert sales and maximise cross selling opportunities on a day to day basis and provide administrative and telephone support to the Conveyancing Department.

Responsible to:

Conveyancing Operations Manager 

Main key result areas

  • Proactively promote the Stephensons brand and service benefits to prospective clients to maximize conversion of all sales and cross selling opportunities.
  • Liaise with clients by telephone ensuring all the necessary information is obtained.
  • To provide Conveyancing estimates where required to prospective new clients and to maximize the conversion of  the enquiry to an instruction
  • Liaise with referring estate agents and panel management companies by telephone and update website and portals as required by agreed SLA’s
  • Create the new case file and issue the initial letters to all relevant parties
  • Ensure that case management systems are updated as appropriate enabling the fee earner to progress the case quickly and efficiently
  • Control and Management of Work in Progress  ensuring that it is processed proactively and within agreed timescales.
  • Carrying out administrative duties as directed
  • Compliance with Client Care and Complaints Procedures in order to minimise the risk of negligence and comply with Law Society Rules

Person specification

Qualifications

 

5 GCSEs at grade C or above, or equivalent. Relevant work experience can be considered as an alternative

Essential

Experience

 

Experience of working in either a face to face or telephone sales role 

Essential

Experience in office/admin work and in a customer service environment 

Essential

Experience of dealing with high volume telephone calls 

Essential

Experience of admin duties/fee earner support duties within a law firm

Desirable

Experience of working in a Conveyancing team within a law firm

Desirable

Experience of using a Case Management system

Desirable

Knowledge and skills

 

An excellent telephone manner, interpersonal skills with the ability to build and maintain positive relationships

Essential

Ability to successfully establish client needs in order to convert the sale 

Essential

Good standard of computer literacy

Essential

Time management and organisational skills

Essential

Solicitors accounts rules

Desirable

Stephensons Client Complaints Rules and Client Care Procedures

Desirable

Source providers contractual terms

Desirable

Personality / Other Qualities

 

Discretion and ability to work in a confidential environment

Essential

Service and sales driven 

Essential

Pleasant, approachable, patient, polite

Essential

Ability to work amidst frequent interruptions whilst maintaining accuracy and attention to detail

Essential

Ability to be flexible to suit the needs of the client and the Dept.

Essential

Ability to work as part of a team and willing to assist the team when needed

Essential

Please do not send enquiries to the department manager of the specific team.