Concierge Officer

Taylor Rose TTKW Limited; Peterborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

Taylor Rose TTKW Limited is seeking an organised administrator to support Consultants and Fee Earning Consultants through a new concierge model in Peterborough. You will handle ticketing, governance steps, and ensure timely responses within SLAs while maintaining accurate records and smooth internal communication.

In this role you will liaise across departments, update profiles and policies, and help deliver a high-quality customer experience.

Qualifications

• Willingness to learn and adapt to new processes.
• Excellent organisational and project management skills.
• Strong interpersonal, communication and problem-solving abilities.
• Ability to work collaboratively across management teams.
• Ability to balance commercial interests with compliance requirements.

Responsibilities

• Provide ongoing support to Consultants and Fee Earning Consultants to meet their needs through the new concierge model
• Manage open issues with agreed SLAs within the new ticket logging platform
• Provide bridge between Consultants and Taylor Rose departments to ensure seamless customer experience
• Complete governance steps to drive insights and faster resolutions
• Complete new starter and leaver procedures for Consultants per tickets
• Update company and consultant websites and profiles
• Update and maintain consultant personnel records and databases
• Liaise with Client Care to provide service and resolve complaints
• Assist in writing and maintaining consultant policies, procedures and forms
• Assist in communicating policy changes to all consultants
• Coordinate with Audit to ensure files on time and complete corrective actions
• Support organising consultant engagements and events
• Support wellbeing policy for consultants.

Skills

Willingness to learn

Interpersonal skills

Organisational skills

Project management

Problem solving

Communication skills

Team collaboration

Deadline driven

Commercial awareness

Job description

This role involves but is not limited to:

Providing ongoing support to Consultants and Fee Earning Consultants to meet their needs through the new concierge model

Manage open issues with agreed SLAs within the new ticket logging platform

Provide the bridge between the Consultant / Fee Earning Consultant and Taylor Rose departments to ensure a seamless and high level of ease within the Customer Experience journey

Complete all steps within the agreed governance to help drive insight and speed of resolutions improvements adopted as a department

Completing the Consultant and Fee Earning Consultant new starter and leaver procedures as per assigned tickets

Updating the Company website and Consultant and Fee Earning Consultant website profiles

Updating and maintaining Consultant personnel records and databases

Liaising with Client Care to provide customer service and complaints feedback and resolutions within agreed forums

Assisting with writing and maintaining all Consultant policies, procedures, and forms.

Assisting with communicating relevant policy changes or updates to all Consultants and Fee Earning Consultants

Liaising with the Audit department to ensure Consultant files are received on time and assist with audit feedback and completion of corrective actions

Support the organising Consultant engagements events both virtually and otherwise

Help drive and support a Well-Being policy that ensures those within the Consultant programme feel supported

Qualifications and Skills:

Willingness to learn

Good interpersonal skills supporting the Consultants

Excellent organisational and project management skills

Good problem solving and communication skills

Ability to work collaboratively and effectively with managers across the business

Ability to work to deadlines and achieve results

Ability to balance commercial interests with compliance requirements

Company Core Values:

Aspire: To challenge convention, an entrepreneur with energy for change. To be the best that we can be

Integrate: Bring together people and systems into a cohesive force

Innovate: To creatively evolve our working practices, use our revenue and resources in a virtuous cycle of improving our people, systems and growth

Commit: To delivering excellent client experience and working with integrity, investing in long term relationships, creating a strong market position and delivering sustained commercial advantage

Equality and diversity monitoring form

This organisation strives to operate a policy of equal opportunity and to not discriminate against any person because of sex, race, colour or national origin.

To help us monitor this, will you please complete the sections below placing a tick in the relevant boxes. The information you provide will only be used for monitoring purposes. The information will be treated in the strictest of confidence and in no way forms any part of the selection process.

Age

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Religious Beliefs

Ethnic orientation

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