Client Care Manager

Client Care Manager

Conveyancing

Northampton

Hybrid

Circa £40,000

Rise10 Recruitment are currently recruiting for a Client Care Manager within a residential conveyancing environment.

This is a key role responsible for managing and investigating complaints relating to residential conveyancing transactions, ensuring they are handled efficiently, fairly and in line with relevant regulatory requirements, including those set by the CLC and the Legal Ombudsman.

Previous experience within residential conveyancing is desired for this position, given the technical nature of the role and the requirement to investigate conveyancing files, provide technical support and work closely with Residential Conveyancing Teams.

The Role

As Client Care Manager, you will act as the main point of contact for complaints and take responsibility for investigating and managing them through to resolution.

• Acting as the main point of contact for complaints.
• Managing and investigating complaints relating to residential conveyancing transactions.
• Ensuring complaints are handled in line with regulatory requirements and internal complaints procedures.
• Acknowledging and responding to complaints within the required timeframe.
• Collecting relevant files and conducting thorough investigations before responding.
• Listening to call recordings, reviewing correspondence and investigating staff actions relating to complaints.
• Maintaining accurate records of correspondence and outcomes.
• Maintaining the complaints register and producing regular reports for the compliance team and senior management.
• Liaising with senior management before compensation or other resolutions are suggested.
• Providing clear written responses outlining findings and proposed resolutions.
• Providing feedback to staff, managers and the compliance team around complaint outcomes.
• Identifying trends and root causes of complaints and reporting these to senior management.
• Working closely with the training team and department heads to provide training where required to improve client service and compliance.
• With the consent of senior management, managing and dealing with notifications to the insurance company.
• Maintaining clear records of ongoing insurance claims.
• Providing technical support to the Residential Conveyancing Teams and managing cases where Partners feel escalation is required.
• Providing support to the Title Checking team and Residential Conveyancing Teams.

About the Role

The Client Care Manager will play a key role in maintaining client satisfaction and protecting the firm’s reputation, while working with the compliance team, partners and department heads to identify where process improvements are required.

The role combines complaint management, investigation, client care, compliance and residential conveyancing support, making previous conveyancing experience desirable.

If you have experience within residential conveyancing and are interested in a role focused on client care, complaints and compliance, Rise10 Recruitment would be keen to hear from you. Apply today to find out more.