We are recruiting for a Customer Relations Advisor to join a growing professional services business operating within the conveyancing sector. Location in Ellesmere Port with a generous amount of hybrid working and flexibility when needed.

This role would suit someone with experience in complaints handling, customer relations, case management or customer resolution, ideally within conveyancing, legal services, property, mortgages, financial services or another regulated environment.

Key Responsibilities

• Investigate and resolve customer complaints within agreed SLAs
• Liaise with customers, law firms, lenders, suppliers and internal teams
• Provide clear, professional and empathetic communication
• Investigate service failures and identify root causes
• Maintain accurate complaint and case records
• Monitor complaint trends and contribute to service improvements
• Produce basic MI and reporting using Excel
• Manage a varied workload of potentially complex and sensitive cases

We’re looking for someone with:

• Previous experience handling and resolving customer complaints
• Excellent written and verbal communication skills
• Strong investigation and problem-solving abilities
• Excellent organisation and attention to detail
• Confidence managing challenging conversations and stakeholders
• Experience working to SLAs, procedures or service standards
• Good Microsoft Office skills, particularly Excel

Conveyancing or legal experience is desirable but not essential for the right candidate. Strong complaints professionals from financial services, insurance, mortgages, property or other regulated environments are encouraged to apply.

If you’re looking to move beyond traditional customer service into a more investigative and stakeholder-focused customer relations role, we’d love to hear from you.

Apply today to find out more.