Customer Care Apprentice

As the Customer Care Apprentice, it’s your job to provide a seamless, welcoming and proactive experience for clients from the point of instruction throughout their conveyancing journey. Acting as the first point of contact, you’ll manage onboarding, support case progression through updates and client liaison, and work closely with Conveyancing Executives and the wider Conveyancing Assistants to ensure outstanding service delivery.  

 

Act as the first friendly and professional contact for new clients.  Guide clients through the onboarding process (ID checks, welcome packs, initial documents).  Explain next steps clearly and manage client expectations.  Serve as a dedicated point of contact for general updates and reassurance.  Proactively chase case progress and update clients where required.  Manage incoming calls, emails, and walk-in enquiries, escalating where appropriate.  Monitor service standards and report back to manager where required (response times, communication clarity).  Receive, document and track customer complaints to ensure timely resolution including investigating issues by collaborating with relevant departments where necessary and communicating resolutions to clients clearly, calmly and empathetically. Following up to ensure satisfaction after resolution.  Maintain accurate client records in case management systems.  Support feedback collection and help monitor satisfaction scores.  Identify common client issues and report trends for service improvement.  Respond to and monitor online reviews.  Reach out to clients that leave negative reviews to gather feedback on their experience and report back.  Liaise with estate agents, brokers, and other third parties as necessary.  Support with any other duties necessary with the level of responsibility of this role as needed.
 

Training Outcome:

To become a qualified Customer Care Assistant.

Employer Description:

New Homes Law is a CLC regulated practice. The CLC is the Specialist Property Law Regulator who enables lawyers to offer more transparent, secure and innovative services. It also helps inform consumers, for more clarity and less stress.

The CLC deliver effective regulation of specialist conveyancing and probate lawyers that protects consumers and fosters competition and innovation in the provision of legal services. They do so by setting entry standards and regulating providers to deliver high quality, accessible legal services.

Working Hours :
Monday – Friday 9am-5pm 1 hour unpaid lunch break.

Skills:
Communication skills,Attention to detail,Organisation skills,Customer care skills,Administrative skills,Team working,Initiative,Non judgemental,Patience,Willingness to learn,Time management skills,Reliable,Timekeeping skills,Self motivated,Professionalism under pressure