Service Support Executive

Job Description

Job Title: Service Support Executive

Department: Dezrezlegal

Location: Swansea, SA1. Office based until successful completion of probation followed by a requirement to work two days a week in the office with the option to work the remainder from home.

Term: Permanent

Salary: National Living Wage

A bit about us:

Dezrezlegal are an independent legal firm who help people buy, sell and remortgage homes across England and Wales. We market both directly to members of the public and via referral relationships with industry professionals to generate growth. We’re looking for the right person to join our close-knit team, representing our business and providing excellent support to our industry partners, customers, and teams.

Main Purpose of the Role:

The Service Support Executive will be responsible for:

1. Successfully onboarding newly instructed clients

2. Providing overflow capacity for incoming calls

3. Issuing draft contracts on residential conveyancing sale files

4. Administering incoming and outgoing mail

5. Administering incoming fax communications

6. Filing documents

Full training will be provided and no previous experience is required. The role is dependent on the ability to establish relationships quickly, manage expectations, and contribute positively to our team. Our Service Support Executives must be focussed on meeting the needs of our customers and have a drive to deliver the highest level of customer service.

Key Responsibilities:

• To always provide the highest level of customer care to clients and industry partners
• To have a working understanding of the conveyancing process to assist customers with basic queries
• To provide overflow capacity for incoming calls
• To book and maintain appointment slots for return calls to customers
• To identify customers who need additional support
• To identify incoming complaints and manage appropriately using the company complaint procedure
• To provide basic updates to customers where appropriate using our bespoke case management system
• To process incoming and outgoing mail
• To file documents in line with the company document retention policy
• To successfully onboard newly instructed clients. To include:
• Ensuring initial documentation is successfully provided
• To chase outstanding initial documents
• To provide support to clients experiencing difficulty with initial documents
• To provide the client access to our chosen online AML system
• To chase the provision of ID from clients to issue draft contracts
• To process client payments over the phone
• To log the memorandum of sale and issue initial letters
• To transfer responsibility for files to the live team in a timely manner
• To issue draft contracts and associated documentation accurately and in a timely manner on sale files
• To participate in the generation of ideas for the improvement of the service

• To maintain accurate and up to date records on our bespoke internal case management system at all times for the benefit of all parties and team members.

What you need to be successful:

• Excellent customer service and administrative skills
• An approachable outgoing personality
• The ability to connect with people
• The ability to work collaboratively as part of a team
• Excellent communication skills – both written and verbal
• Problem solver
• Basic maths and English skills
• Ability to work in a fast-paced environment

Job Type: Full-time

Pay: From £23,809.50 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Paid volunteer time
• Private dental insurance
• Private medical insurance
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 3 years (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person