Service Client jobs in United Kingdom

The Head of Conveyancing is responsible for the operational leadership and day-to-day management of Alecto's conveyancing services. This role focuses on delivering exceptional client outcomes, building and developing a high-performing team, and ensuring the efficient delivery of services in line with Alecto's mission to transform the homebuying experience.

• Lead the delivery of conveyancing services, ensuring all matters progress efficiently and clients receive a consistently excellent experience
• Establish and monitor service standards, SLAs, and key performance indicators across the conveyancing team
• Drive continuous improvement in transaction timelines, proactively identifying and removing bottlenecks in the conveyancing process
• Champion client-centric service delivery, ensuring communications are clear, proactive, and in plain English
• Monitor client feedback and satisfaction metrics, taking action to address issues and improve outcomes

• Build, lead, and develop the conveyancing team, creating a culture of excellence, accountability, and continuous improvement
• Recruit, onboard, and retain talented conveyancers and support staff who share Alecto's values and commitment to client service
• Conduct regular one-to-ones, performance reviews, and career development conversations with team members
• Identify training and development needs and ensure team members have the skills and knowledge to perform at their best
• Foster a supportive environment where team members feel empowered to raise concerns, share ideas, and collaborate effectively

• Provide technical guidance and support on complex conveyancing matters, acting as a senior escalation point for the team
• Develop and maintain best practice guides, precedents, and standard operating procedures for all conveyancing activities
• Keep the team informed of changes in property law, Land Registry requirements, and market best practice
• Oversee the firm's relationships with third parties, including lenders, search providers, and other law firms

• Manage caseload allocation logic and team capacity to ensure resources are used effectively
• Develop and implement workflows that maximise efficiency while maintaining quality and compliance standards
• Work with the technology team to optimise development of the Alecto case management system, AI tools, and other technology to enhance service delivery
• Plan for and manage fluctuations in workload, ensuring service levels are maintained
• Report on operational performance to the senior leadership team, providing insights and recommendations for improvement

• Act as a senior point of contact for clients on complex or escalated matters, ensuring issues are resolved promptly and professionally
• Build and maintain strong relationships with key referral partners
• Represent Alecto externally at industry events and in discussions with professional bodies
• Gather market intelligence on competitor offerings, client expectations, and industry trends to inform service development

• Work closely with the HoLP to ensure operational practices align with regulatory requirements and the firm's compliance framework
• Support the implementation of compliance policies and ensure the team understands and adheres to regulatory obligations
• Escalate potential compliance concerns or incidents promptly to the HoLP for assessment and action
• Contribute to risk assessments, file reviews, and quality audits as required

• Identify opportunities to improve efficiency and reduce cost-to-serve without compromising quality or client experience
• Support business development activities and contribute to the firm's growth strategy

• Salary: Competitive (DOE)
• Generous Bonus: Up to 50% of base salary, paid semi-annually based on performance metrics
• Pension: 5% employer contributions
• Health insurance: Comprehensive private medical cover including dental and optical
• Holiday: 25 days plus bank holidays

We pay competitively because we expect more. If you consistently exceed expectations, your compensation will reflect that.