Customer Experience Representative

Knights is the UK’s largest legal and professional services business outside of London. We have grown from 2 offices to over 30 in the past decade, building a reputation for being a premium law firm, with regional expertise combined with national capability.

Our business model and culture remain a clear differentiator from many legal services businesses, enabling us to recruit individuals who wish to work in a modern professional services business that invests in training, technology, quality of life and premium work spaces.

Our premium service to clients is defined by speed, access and communication. These three pillars guide our actions, both internally and externally and form the foundation of our clients’ experience.

Integrar is a specialist division of Knights responsible for delivering remortgage services to lending institutions and intermediaries such as tier 1 banks, building societies, mortgage brokers, estate agents and financial advisors. Collaboratively, our teams provide a fast and efficient service without compromising on quality and the personal touch.

Key responsibilities:

As a First Contact Advisor for Integrar you will be expected to manage 60 inbound calls per day, being the first point of contact for major mortgage lenders, brokers, customers and third parties. It requires a passion for delivering an excellent standard of customer service, problem solving and query resolution, as well as being calm under pressure and an amazing team player.

• Communication excellence – Assisting clients, borrowers and other callers with a wide range of enquiries regarding their remortgage application.
• Problem solving - Taking ownership of issues to make sure that they get resolved within our SLA’s.
• Teamwork - Working with the team of Caseworkers, to support the firm in achieving our objectives.
• Attention to detail - Accurately administrating client details using our case management system as well as use of Excel and Outlook.
• Writing proficiency - Responding to online customer enquiries via email.
• Admin support - Working on a variety of back-office processes to deliver our services and undertake any reasonable request from a Partner, Unit Head or other appropriate Manager from time to time.

What you will bring to the role

As the first voice many clients and colleagues will hear, you will bring warmth, professionalism and confidence to every interaction. To thrive in this role, you will demonstrate:

• Communication excellence – Exceptional verbal communication skills with a clear, friendly and articulate telephone manner.
• Empathy and listening – The ability to listen actively, show empathy and respond sensitively to caller needs.
• Organisation and multitasking – Strong organisational skills and the ability to manage multiple enquiries in a fast-paced environment.
• Technological readiness – Proficiency in, or willingness to learn, internal telephony and directory systems, and comfortable with technology as an enabler of efficient service.
• Calmness under pressure – A composed, thoughtful approach when dealing with high-pressure or sensitive situations.
• Service orientation – A genuine commitment to delivering outstanding client care and continuously improving service delivery.
• Collaboration – A team-player mentality with the desire to contribute positively to the team.
• Attention to detail – Meticulous when logging call information or following escalation procedures.
• Discretion and professionalism – A strong understanding of confidentiality, professional boundaries and appropriate tone in all communications.
• Accountability – A high level of personal responsibility and pride in consistently creating exceptional experiences for callers.

What does Knights offer?

• You will be part of a One Team culture that encourages people to work collaboratively
• We strive to deliver the best service possible for clients within a collegiate, team-based environment.
• Knights is constantly investing in our employees, with new offices and 11 refurbishments in the past 2 years providing a premium work environment and facilities.
• Our Leeds office is based at the stunning Majestic, with easy access via train, bus and park and ride schemes into the city centre.
• We value conscientiousness and transparency, providing a great work environment where there is collaboration, appreciation and a great platform for career development.
• We have an excellent training and induction program for all new starters; an engaging on-site training team will give you the support and knowledge to succeed in your role.
• Great work-life balance with employee wellbeing and healthcare benefits.
• Excellent benefits package makes Knights a great place to work and includes 23 days annual leave, birthday gift vouchers, fully paid volunteering time, travel to work schemes, retailer discounts platform, healthcare, eyecare and dental, life assurance, discounted legal fees, pension, share incentive plan.