Administrator - Panel Consultant
Administration/ Customer Service
We are looking for an exceptional individual to join our Conveyancing team as a Panel Consultant.
You will manage the performance of a portfolio of panel lawyers to achieve agreed service standards and customer service. You will support the Operational Panel Manager and Head of Panel Management in the overall performance management of the panel lawyers.
Record, resolve, report and escalate where appropriate, all customer service issues within agreed timescales and in accordance with agreed processes
Resolve escalations within agreed timescales and in accordance with agreed processes, escalating to the Operational Panel Manager where required.
Undertake monitoring of sample cases and provide feedback/raise issues or escalations with the Operational Panel Manager.
Complete the second stage and on going alert process and provide feedback/raise issues or escalations with the Operational Panel Manager as appropriate.
Provide training and support to panel lawyers when required which may include on site training at the panel lawyer offices
Proactively manage the performance of the panel lawyers in particular the deletion of died cases, adding related matters, ensuring the accuracy of case details and achieving improvements in exchanges and completion conversion rates
Identify trends in panel lawyer service and provide reports within agreed timescales/as requested to the Operational Panel Manager in respect of their performance.
Undertake any other duties as reasonably requested by the Operational Panel Manager or Head of Panel Management.
Experience you have that will set you up for success:
- You will have thrived and enjoyed working in fast paced, high performing, customer centric environments
- You will have great experience in Identifying and solving problems
- You will know the importance of speaking to customers and reassuring them during what can be very stressful times
- You will have the ability to Change tasks or work activities as required coping with the need of a particular situation and can effectively handle ambiguous tasks and activities with guidance and support.
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