We are a rapidly growing legal technology provider offering access to a unique range of products and services to legal professionals.
We believe in delivering an unrivalled customer experience and are looking for a Customer Success Assistant to join our expanding team. The successful candidate will be organised, with good communication skills in written and spoken English and have a friendly and polite telephone manner.
This is the perfect opportunity for a graduate who would like to gain administration skills, first class customer success training and industry insights.
Administration
- General administration including opening, sorting and scanning inbound post daily.
- Maintain shared inboxes (including the helpdesk email) and action or escalate as appropriate.
- Create and update company and user profiles on the Estatesearch portal.
- Maintain accurate case records and ensure all documentation is correctly filed and attached.
Customer Service
- Act as the first point of contact for incoming customer enquiries by email and telephone.
- Resolve basic queries directly and escalate more complex issues to the relevant individual or team.
- Respond to customers, suppliers, and internal colleagues within agreed service level standards (48 hours maximum, ideally sooner).
Order and Case Processing
- Process all product orders promptly and accurately, using the Estatesearch portal and relevant data sources.
- Manage and record supplier requests (including Section 27, OPGs, bankruptcy searches, ID checks, and share searches) from receipt to delivery.
- Check financial institution responses, including legal notice and will search returns, ensuring documents are correctly matched and attached to cases.
- Process signatures for Letters of Authority when required.
Quality and Compliance
- Complete all work in line with Estatesearch service level agreements (SLAs).
- Maintain accuracy and attention to detail in all tasks.
- Develop and maintain a competent level of knowledge of all Estatesearch products.
Person specification:
Experience and knowledge
- Excellent IT skills, including Microsoft Office and email systems.
- Previous experience in customer service or administration (desirable, not essential).
Skills and behaviours
- Passion for providing excellent customer service.
- Friendly, professional, and able to build rapport quickly.
- Clear verbal and written communication skills
- Demonstrable commitment to quality in process completion
- A team player, who helps and supports their colleagues and motivated to contribute ideas for process improvement.
- Ability to prioritise and self-manage workload.
- High level of attention to detail and accuracy in work.
- A quick learner, passionate about increasing their product knowledge and their own personal learning and development
We are recruiting for a, 12 month fixed term contract, full-time, office based position working 09:00 to 17:30 Monday to Friday.
Job Types: Full-time, Fixed term contract
Pay: £26,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Sick pay
Work Location: In person
