Senior Customer Service Consultant

What it's like to work at Optimus:

At Optimus, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.

Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.

We offer a range of benefits to support your well-being and career growth, including:

• Competitive Salary
• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
• Annual Lifestyle Allowance: £300 to spend on an activity of your choice
• Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
• Private Health Insurance: Provided by Vitality
• Group Income Protection Scheme
• Charitable Fundraising: Matched funding for your efforts
• Cycle to Work and Gym Flex Schemes
• Internal Coaching and Mentoring: Available throughout your time with us
• Training and Career Progression: A strong focus on your development
• Family-Friendly Policies

The Opportunity

As a Senior Service Consultant in the Conveyancing Service team, you will play an integral role in providing customers with relevant and timely information on their property transaction, that comes directly from the solicitors via the Optimus portal and service communication channels. This process will then ultimately lead to increased retention, revenue growth and advocacy. You will have the freedom to work autonomously in this role, reporting into your Team Manager.

The role will involve:

• Ensuring the introducer instructions are checked where needed and are picked up by firms and actioned within the SLAs
• Independently answering queries from customers & intermediaries
• Chasing updates from solicitors and updating intermediaries with full and accurate information
• Ensuring that the portal is updated and accurate with any updates that you receive, verified through Manager spot checks
• Dealing with escalations and smaller complaints to avoid them getting to larger/formal complaints
• Dealing with complaints via the operational process and adhering to SLAs
• Independently deal with inbound calls and emails
• Independently pulling status reports and manage own workload
• Managing your own targets and the work involved in hitting them
• Take responsibility for call answer rates on your accounts

About You

You will have experience as a sales progressor, letting agent, customer facing broker or telephone-based customer service agent. You will have excellent communication skills (both written and verbal) and the ability to help customers clarify their requirements and explain a complicated process to them.

You will also have/be:

• Experience or knowledge of the conveyancing or mortgage process would be a distinct advantage.
• IT literate, particularly the MS Office suite of products and CRM systems
• Excellent customer service skills
• The ability to deal with difficult conversations and use your initiative to solve a problem
• The ability to work in a team and autonomously
• Resilient and able to work to tight deadlines

About Us

Landmark Optimus’ conveyancing panel management services provide mortgage brokers and introducers with access to a select panel of pre-approved and regulated conveyancingpartners that are focused on quality and seamless service delivery. Using the latest technology, Optimus ensures all parties in a property transaction are informed and updated when any communication or update is sent, or a milestone is achieved.

Landmark Optimus is a part of Landmark Information Group, a portfolio of leading property-related data and technology businesses at the forefront of innovation and thought leadership. It delivers award-winning solutions to estate agency, conveyancing, surveying, lender valuations, environmental consultancy, and Governments.

We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.