At a Glance
- Tasks: Lead a dynamic support team, ensuring top-notch customer service in the conveyancing sector.
- Company: Join InfoTrack, a leading tech provider revolutionising the conveyancing industry.
- Benefits: Enjoy competitive salary, flexible working, private health insurance, and fun team events.
- Other info: Hybrid working options available after probation, with excellent career progression opportunities.
- Why this job: Make a real impact by enhancing client experiences and leading a passionate team.
- Qualifications: Experience in client support and strong knowledge of conveyancing processes required.
The predicted salary is between 36000 - 44000 £ per year.
Do you enjoy leading support teams that deliver exceptional customer service? Are you passionate about conveyancing, helping customers get the most from their software and developing high-performing teams that understand the pressures faced by legal professionals?
Our Client Software Support team is central to the service we provide to clients using our search software across the legal and conveyancing sector. We’re looking for an experienced Conveyancing Helpdesk Manager on an initial 12-month fixed term contract. You’ll lead and develop our client software support team, ensuring customers receive responsive, knowledgeable and high-quality support while using your conveyancing expertise, client insight and product knowledge to continually improve the customer experience.
About InfoTrack: InfoTrack is a market-leading provider of technology solutions for the conveyancing industry, helping law firms deliver a best-in-class service to people buying and selling homes. Our clients rely on our software and search services as part of their day-to-day property transactions. That means our support team needs to understand not only the technology, but also the conveyancing workflows, terminology and pressures our clients work with.
As our user base and product portfolio continue to grow, we’re strengthening our support leadership to ensure client queries are handled effectively, customers receive clear and practical guidance, and feedback is used to continually improve our products and service.
What you’ll be doing: In this role, you will:
- Lead and develop the Client Software Support team, ensuring customers receive accurate, timely and helpful assistance across all support channels.
- Build a strong understanding of our software, customer workflows and conveyancing sector requirements to ensure support is practical, relevant and client-focused.
- Ensure client queries are appropriately triaged, assigned and progressed in line with agreed service standards and customer expectations.
- Monitor support queues, contact trends and ageing queries, identifying opportunities to improve response quality, resolution consistency and the overall client experience.
- Manage, coach and develop team members, setting clear objectives and supporting continual improvement in conveyancing knowledge, product knowledge and customer service skills.
- Ensure client communication is clear, professional and proactive, with updates tailored to the needs of the customer.
- Support the team in resolving more complex client queries, using strong product knowledge and an understanding of conveyancing processes, customer workflows and legal terminology.
- Work closely with Product, Development, Customer Success and Sales Support teams to share customer insight, resolve recurring queries and improve software usability.
- Identify recurring questions, training gaps and usability issues, working with internal teams to improve guidance, knowledge content and product adoption.
- Use client feedback and support trends to recommend improvements to processes, product information and self-service resources.
- Support effective communication during service issues, ensuring customers are kept informed and reassured where their use of the software is affected.
- Provide stakeholders with clear operational updates and insight on support performance, customer themes and improvement activity.
What we're looking for:
- Essential: Proven experience leading a client support, helpdesk, operations or customer service team within a conveyancing, legal services, legal technology or property search environment.
- Extensive knowledge of the conveyancing process.
- Experience managing support queues, customer enquiries and service standards using a ticketing, CRM or helpdesk platform.
- Strong leadership and influencing skills, ideally gained in a conveyancing, legal operations or legal technology environment.
- Strong customer communication skills, with the ability to explain software guidance, conveyancing concepts and support updates clearly to both technical and non-technical users.
- Ability to build and maintain strong product and conveyancing process knowledge, translating this into practical support guidance for clients and coaching for the team.
- Ability to analyse support trends, customer feedback and contact drivers to improve the client experience.
- Experience improving support processes, knowledge content and team capability using operational data and client insight.
- A strong sense of ownership, with the ability to follow issues through to completion and work effectively to deadlines.
- A positive and resilient approach, with the ability to maintain high standards in a pressurised environment.
Desirable (but not essential):
- Experience with a software service provider supporting legal, conveyancing or property search customers.
- Hands-on experience in residential or commercial conveyancing, legal case management, property searches or conveyancing support operations.
What success looks like: You’ll help create a Client Support team that delivers a consistently high-quality customer experience, with a strong focus on:
- Customer Satisfaction (CSAT).
- First Contact Resolution (FCR).
- Call and email quality.
- SLA response performance.
- Repeat contact rate.
- Knowledge base contribution and usage.
- Client feedback themes.
Working Hours: Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.
Salary and Progression: Competitive salary, depending on your skills and experience. You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression.
Benefits and Rewards: At InfoTrack, we believe in rewarding our people and creating a positive workplace culture. You’ll benefit from:
- 25 days annual leave, plus bank holidays.
- Flexible working options, including hybrid working and flexitime after probation.
- Private health insurance, including dental, optical and hearing cashback.
- 24/7 health advice line and access to virtual GP appointments.
- In-house barista: enjoy freshly brewed drinks throughout the day.
- Office snacks, including fruit and refreshments.
- Regular team breakfasts and lunches.
- Recognition awards: £100 spot prizes for going above and beyond.
- “Work From Anywhere” weeks: work remotely from a location of your choice.
- Referral bonus: earn up to £2,000 for successful referrals.
- Regular social events including summer and Christmas parties, hikes, pub quizzes and more.
If you’re passionate about conveyancing, leading support teams and delivering an exceptional client experience, we’d love to hear from you. If you have any questions about the role or require any reasonable adjustments as part of the recruitment process, please let us know at careers@infotrack.co.uk.
Conveyancing Helpdesk Manager in London employer: InfoTrack UK
InfoTrack UK is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary and benefits such as private health insurance and generous annual leave, this hybrid role allows you to thrive while contributing to a market-leading provider that is transforming the legal sector.
StudySmarter Expert Advice🤫
We think this is how you could land Conveyancing Helpdesk Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfoTrack UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like InfoTrack UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Conveyancing Helpdesk Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to InfoTrack UK:Your cover letter is your chance to shine! Tell us why you want to work at InfoTrack UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at InfoTrack UK!
How to prepare for a job interview at InfoTrack UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
