Commercial Support Assistant
Location: Waterloo, London (Hybrid after probation)
Salary: Competitive salary, depending on your skills and experience
Are you passionate about delivering outstanding customer service?
Ready to take your skills into a professional, fast-paced conveyancing technology environment?
Join InfoTrack as a Commercial Customer Support Assistant, where you’ll help property professionals get the most from our products and services while building expertise in legal technology and commercial transactions.
We're looking for someone with excellent customer service skills, a proactive approach to problem-solving and a passion for helping clients. You don't need previous experience in commercial conveyancing: we'll provide full training on our products, services and the commercial property transaction process, giving you everything you need to thrive in the role.
About InfoTrack
InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes.
As our market share continues to grow, so does the demand for specialist support across commercial property transactions. That's why we're expanding our commercial support team to ensure clients receive an efficient, reliable and seamless service.
What you'll be doing
In this role, you will:
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Provide first-line and second-line support for commercial real estate clients via phone, email and online channels.
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Respond to enquiries relating to commercial property searches, transaction services and platform functionality.
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Investigate and resolve client issues within agreed service levels, escalating more complex technical or operational issues where needed.
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Keep clients informed throughout the resolution process, ensuring they receive clear updates and a positive experience.
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Troubleshoot user issues and system errors, helping clients navigate the platform confidently.
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Assist clients with updates, new feature adoption and best-practice use of InfoTrack products.
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Work closely with the Commercial Account Manager, Managed Services Team and internal support teams to deliver excellent client outcomes.
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Support clients using services including Commercial Property Searches, HM Land Registry services, Pre and Post Completion Services, Companies House searches, Local Authority searches, Environmental and planning searches, Anti-Money Laundering checks, Identity verification and Electronic signatures.
What we're looking for
Essential:
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Excellent customer service and communication skills.
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Strong problem-solving ability and a proactive approach to resolving queries.
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Ability to manage multiple priorities in a fast-paced environment.
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Experience working within service level agreements (SLAs).
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Confidence explaining technical processes clearly.
Desirable (but not essential):
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Previous experience within a commercial property or commercial conveyancing team, ideally in a law firm or professional services environment.
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Knowledge of commercial property transactions, including property searches, Land Registry services, and digital legal workflows.
Working Hours
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Your working week will be 37.5 hours per week, typically 9:00am - 5:30pm initially, with opportunities for flexitime and hybrid working between home and our Waterloo office once probation is completed.
Salary and Progression
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The salary for this role is £28,000 - £30,000, depending on your skills and experience.
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You'll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression.
Benefits and Rewards
At InfoTrack, we believe in rewarding our people and creating a positive workplace culture.
You'll benefit from:
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25 days annual leave, plus bank holidays
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Flexible working options, including hybrid working after probation
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Private health insurance, including dental, optical and hearing cashback
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24/7 health advice line and access to virtual GP appointments
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In-house barista: enjoy freshly brewed drinks throughout the day
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Office snacks, including fruit and refreshments
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Regular team breakfasts and lunches
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“Work From Anywhere” weeks: work remotely from a location of your choice
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Birthday and work anniversary gifts
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Regular social events including summer and Christmas parties, hikes, pub quizzes and more
If you're looking to build your career in commercial client support while working with modern technology and a supportive team, we'd love to hear from you.
If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at [email protected].
