Who we are:
CRA Consulting are a specialist legal recruiter, operating across the UK. CRA works in partnership with reputable law firms with either local, regional, national or international presence. We recruit at all levels from board, director and partnership level through to support staff.
For additional information on how we can assist you with your next career move, visit the CRA Consulting Website at www.craconsultants.com.
About the business:
I am currently partnering with a reputable conveyancing law firm located on the outskirts of Sheffield to recruit an experienced Customer Experience Executive. This is an exciting opportunity for a dedicated professional to join a dynamic team and play a crucial role in upholding the firm's commitment to client satisfaction.
As a Customer Experience Executive, you will be responsible for managing and resolving complaints that arise from the firm's conveyancing services. This position requires a proactive approach to client relations, ensuring that all concerns are handled efficiently and to the highest standards. You will be the primary point of contact for clients, liaising with them over the phone and via email to thoroughly understand their concerns and work towards a satisfactory resolution.
If successful, you will perform the following role as Customer Experience Executive:
- Serving as a point of contact for all staff to seek clarification on Complaint issues.
- Ensuring the business meets the requirements of the firms Complaints Procedure, the Legal Ombudsman, the ICO, and Solicitors Regulation Authority.
- Working with the In-House Training Team to develop Complaints training for staff alongside the Compliance Team, including as part of induction and refresher training.
- Providing resolution to customer complaints and claims in line with company policy.
- Analysing Complaint trends, preparing reports for root cause analysis and notifying the Head of Compliance as necessary.
- Updating the Complaint/Claim handling records including Complaints and Claims logs.
- Helping to monitor and support the effective management of the Complaints Inbox.
- Assisting the Compliance Team with specific Complaint investigations, as required.
To apply, you will be required to meet the following criteria:
- Demonstrable experience in a complaints handling role, ideally within the legal or conveyancing sector.
- Strong communication skills, with the ability to manage challenging conversations effectively.
- Excellent problem-solving abilities and a proactive approach to resolving client issues.
- Meticulous attention to detail and the ability to manage multiple cases simultaneously.
- Proficiency in Microsoft Office and other relevant software tools.
How to apply:
If this vacancy is of interest, please click the apply button. Alternatively, if you would like to discuss with Alastair Pickford who is managing this vacancy email me on
Are you wanting to review additional career opportunities? Visit our jobs page at jobs
Additional Information:
CRA Legal follow strict best practice recruitment guidelines monitored by the Recruitment and Employment Confederation (REC). Please note our advertisements use salary levels purely as a guide. However we are happy to consider applications from all candidates who are able to demonstrate the skills necessary to fulfil the role.
This vacancy is very popular with the local legal community, so please apply quickly to ensure your application is considered. As part of our candidate registration and care process we at CRA Legal aim to respond to all successful applications within 2 working days.
INDAP