Residential Case Handler - Hybrid

The main role of the Case Handler is to manage a portfolio of up to 75 Sale and Purchase Conveyancing Transactions from Instruction to Completion

Duties

• You will work and conduct yourself in the spirit of our vision, mission, and values.
• You will deal effectively with clients and third parties over the telephone, in written correspondence, and occasionally face to face, to provide advice and assistance.
• You will be responsible for communicating with clients and third parties on all elements of the conveyancing transaction.
• You will be responsible for the client journey, managing every aspect of client interaction always ensuring the best possible service.
• You will eliminate client service issues by dealing with any potential complaints as soon as they arise while working with the Client Services Manager on formal complaints to ensure they are addressed swiftly.
• You will be administratively astute with attention to detail.
• You will work in a team reporting to Technical Support.
• You will own every aspect of the sale process and the purchase process with background technical assistance.
• You will seek advice on any technical matter as soon as they become apparent.
• You will prepare the completion packs for the accounts department, to include completion statements and invoices.
• You will deal with the exchange of contracts.
• You will be responsible for completions on the day of completion and post-completion formalities.
• You will ensure telephony targets are maintained.
• You will adhere to conversion targets and maximize fee generation.
• You will ensure that you comply with all company policies and procedures ensuring breaches do not occur; should a breach occur, you will help to rectify this immediately.
• You will be expected to undertake any other duties required to assist your team should the need arise.
• You will complete any duties considered relevant delegated by the Head of Department required to assist your team, other teams, and the department as a whole in a timely manner.

Training and Development

• Ensure full understanding and adherence to all relevant company policies and procedures as outlined on the Training Portal and the Company Intranet.
• Complete all training and assigned reading on the Training Portal (Access Training) within specified timelines set by the Training Team.
• Attend all other training sessions mandated by the Training Team.

Essential Skills

• At least 2 years solid experience in a similar role
• Running a small case load of straightforward conveyancing transactions
• Strong administrative skills gained in an office environment
• Excellent attention to detail
• Highly organised
• Willingness to learn new skills
• Experience of using a case management system (we use Proclaim)
• Confident in building and maintaining business relationships through excellent communication and service delivery