Principle Objectives
Ensure complaints are handled efficiently, fairly and in compliance with the regulatory
requirements, including those set by the CLC and the Legal Ombudsman.
Play a key role in maintaining clients satisfaction and protecting the firm’s reputation.
Work with the compliance team, partners and department heads to help identify where
process improvements are required.
Key Duties and Responsibilities include:
- Act as the main point of contact for any complaints.
- Manage and investigate complaints relating to residential conveyancing transactions.
- Ensure complaints are handled in line with regulatory requirements and inline with our internal complaint’s procedure.
- Keep and maintain records of all correspondence and outcomes.
- Maintain complaints register and produce regular reports for the compliance team and senior management.
- Acknowledge and respond to complaints within the required timeframe.
- Collect the file from the relevant office and conduct thorough investigations into the complaint before responding.
- Listen to call recordings, review all correspondence and investigate staff actions relating to the complaint.
- Liaise with the senior management team before any compensation or other resolutions are suggested.
- Provide a clear written response outlining the findings and proposed resolutions.
- Provide feedback to staff, manager and the compliance team around the outcome of the complaint.
- Work closely with the training team and department heads to provide training where it is required to improve client service and compliance.
- Identify trends and root causes of complaints and report to senior management.
- With consent of the senior management team to manage and deal with any notifications to the insurance company.
- Keep and maintain clear records of any ongoing insurance claims.
- Provide technical support to the Residential Conveyancing Teams and manage cases where the Partners feel escalation is required.
- Provide support to the Title Checking team and Residential Conveyancing Teams
Why Join Key Conveyancing?
· Join a growing and forward-thinking conveyancing firm
· Supportive and collaborative working environment
· Full training both on the job and via our in house training programme
· Private Healthcare
Pay: From £35,000.00 per year
Benefits:
- Private medical insurance
Work Location: Hybrid remote in Northampton NN4 7BF
