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Case Handler

Full Time

Permanent 2 Boundary Court, Willow Farm Business Park, Castle Donington, Derby, DE74 2UD The Team The Customer Service Team handles Post Valuation Queries (PVQ) from Lender Clients and our customers. Queries are generally received after a valuation/survey report has been completed by a surveyor, and are mainly in relation to the report content or legal queries raised as part of the Conveyance process. The Customer Service Team is a support network between our Clients and Surveyors, supporting our internal and external customers. The Role You will be passionate about Customer Service and ensure we issue responses within agreed contractual service level agreements. You will confidently and accurately triage and categorise the query raised, ensuring swift processing, provide administration support through the handling of the query to Surveyors, Regional Management and the Technical Services Team delivering a proactive, professional and productive service. With training and support you will answer queries on behalf of surveyors. Data Entry Ensure all PVQs are logged, acknowledged (where required), actioned and responded to within contractual service level standards Proactively seek to resolve PVQs, written or verbal, communicating using professional standards of business language Responding on behalf of surveyors Communicating effectively with people at all levels within and outside the business Ensure triage and categorisation of PVQs is carried out in line with our agreed procedures Liaise with all relevant parties to fully review each PVQ and ensure an adequate response is provided to the Client Ensure all company systems and records are kept up to date with the PVQ details to ensure a good audit record is available at all times Work with the team towards identifying trends in PVQs and improvements to Company process through the root cause of analysis of PVQ data and during the handling of the PVQ Maintaining confidentiality in all aspects of client, staff and other information, ensuring that Data Protection is adhered to in all aspects of our work Working to build strong and fruitful relationships with fellow team members within the National Operations Centre and Technical Services to enable all cases to be dealt with proactively and in unison. Experience you have that will set you up for success You will be highly motivated with excellent organisation and communication skills While you will be driven to succeed and hit targets, customer and client satisfaction is important to us and you will have had some experience within a customer service environment Experience in dealing with the public and also clients and customers on high value transactions A can do attitude We offer a salary of £16,022, competitive benefits and access to our Under one Roof scheme including a selection of retail discounts. Working Pattern: 37.5 hours per week - Monday - Friday 8am - 7pm on a rota basis with 30 minute unpaid lunch.
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