Job Title: Head of Client Experience

Location: Birmingham

Salary: £25,000 + D.O.E

Hours of Work/Shift: Full Time, Mon - Fri

Type: Permanent Job

Start Date: Immediately

We are hiring for a ‘Head of Client Experience’ to supervise a team of 5, guiding clients with their initial steps of their move. This is a fast-paced environment working as part of a large law firms who have several offices throughout Birmingham and the west Midlands, and you will be an important part of this team reporting to the Director.

Duties Include:

You will be working as part of the customer experience team and will be responsible for:

• Maintaining good relationships with new business introducers.
• Preparing mail and enclosures for dispatch.
• Administering filing systems which will include daily filing and the opening, closing, storage and retrieval of client files.
• Preparing correspondence using our case management system.
• Complete staff member probation reviews.
• Liaise with Fee Earners as to relationships/capacity.
• Responsible for ensuring new revenue KPI targets met.
• Carrying out other duties and responsibilities as required.

Skills and experience

As a ‘Head of Client Experience’, although not all essential but certainly desirable to have experience with:

• Excellent knowledge of residential conveyancing.
• Understand the importance of a new business operation within a legal environment.
• Demonstrate initiative.
• Possess a high level of accuracy.
• Have a good telephone manner and be comfortable speaking with clients both on the telephone and in person.
• Can work under pressure.
• Be a team player with excellent communication skills and enthusiasm.
• Be highly organised, methodical and adaptable.
• Ideally a background in sales.
• Experience in monitoring staff progression.
• Ensure that SLAs are met for each introducer.
• Be able to oversee referral fee payments (check and arrange payments)

About Rewards and Benefits:

In return for your hard work, you will receive the below company benefits:

• Pension Scheme
• Health cash plan for workplace wellbeing
• Employee referral bonus
• Up to 33 days' paid leave per year
• Christmas Shutdown

About the Client

Our client is a looking for a Head of Client Experience to join their team on a permanent basis. This client is a large Law Firm who offer all aspects of legal advice, based in Birmingham and West Midlands, so offer plenty of opportunity for progression throughout the company.

Next Steps;

Apply to this Head of Client Experience role through this advert. If you would like more information about this role, please contact our Industrial team on (phone number removed).

If successful, you will need to digitally register with our agency (if you haven’t already done so). If you have not been contacted regarding your application within 7 days please assume that you have not been successful. We will however retain your application for any future roles for which you may be suitable.

About Regional Recruitment Services – A Recruitment Agency in Leicester

This position is advertised by Regional Recruitment Services Ltd, an award-winning independent recruitment agency that has been operating since 2008. We offer permanent, temporary and contract jobs within the Commercial, Construction, Industrial and Engineering sectors. To view all of our positions available throughout the United Kingdom, please visit our website ((url removed)).