Customer Service Specialist

Location: West Malling

Contract: Fixed Term (12 Months) and Permanent

What It's Like to Work at SearchFlow

At SearchFlow, our people are at the heart of our success. As the market leader in conveyancing products and services, we are continually evolving, investing in our people, services, and customer experience to deliver exceptional outcomes. We are a collaborative, ambitious, and customer-focused business that values professionalism, innovation, and continuous improvement.

The Opportunity:

We are looking for a professional, customer-focused individual to join our award-winning Customer Service team at an exciting stage in our journey. This role goes beyond traditional customer support. As a Customer Service Specialist, you will act as a trusted point of contact for customers, providing guidance, resolving enquiries, and helping to deliver positive outcomes through a consultative approach. You will build strong relationships with customers and stakeholders, work collaboratively across the business, and identify opportunities to enhance the customer experience. This role is ideal for someone who enjoys balancing customer needs with business priorities whilst maintaining a consistently high standard of service.

Key Responsibilities:

• Deliver professional, consultative support to customers via telephone and email.
• Build trusted relationships with customers, acting as a valued partner and advocate throughout their journey.
• Manage customer enquiries from initial contact through to successful resolution, taking ownership throughout the process.
• Proactively identify opportunities to enhance the customer experience and improve customer outcomes.
• Work collaboratively with internal departments and external stakeholders to ensure efficient handling of customer requests.
• Navigate multiple systems and processes confidently to investigate and resolve queries.
• Liaise with data providers and third parties to resolve search-related enquiries.
• Communicate clearly and professionally with customers, colleagues, and stakeholders at all levels of the business.
• Support the introduction and development of a customer success mindset across the Customer Service function.
• Balance customer expectations with business requirements, ensuring positive outcomes for all parties.
• Monitor customer feedback, identify trends, and contribute to service improvement initiatives.
• Meet agreed customer service, quality, and productivity KPIs.
• Maintain high Service Quality standards and contribute to continuous improvement activities.
• Develop and maintain a strong understanding of SearchFlow's products, services, systems, and processes.

About You:

We are looking for someone who is proactive, professional, and passionate about delivering excellent customer experiences. You will be an effective communicator who enjoys building relationships, solving problems, and working collaboratively to achieve the best outcomes for customers.

You will have:

• The ability to build rapport quickly and confidently manage conversations with a variety of stakeholders, both internally and externally.
• A customer-centric mindset with a genuine passion for delivering positive outcomes.
• Strong problem-solving skills, with a proactive and solution-focused approach.
• Confidence in handling challenging conversations whilst maintaining professionalism and empathy.
• Excellent organisational skills and the ability to manage multiple priorities effectively.
• A collaborative team player who enjoys working across departments to achieve the best outcomes for customers.
• The ability to influence, engage, and build credibility with customers at varying levels of seniority.
• A commitment to continuous improvement and helping shape the future direction of customer service and customer success within the business.

What We Offer:

• 25 days annual leave plus bank holidays, with the option to purchase up to five additional days.
• £300 annual lifestyle allowance.
• Pension scheme (4% employee / 5% employer contribution).
• Private medical insurance through Vitality.
• Group income protection.
• Matched charitable fundraising.
• Cycle to Work and GymFlex schemes.
• Internal coaching and mentoring programmes.
• Ongoing learning and development opportunities.
• Family-friendly policies.
• Free on-site parking.

About Us:

Part of a £1.2 billion company, SearchFlow is the biggest conveyancing search provider in England and Wales. Over 2,500 legal clients trust us to run more than 1 million searches for them every year. We have completed 5,000,000 instructions and 26,000,000 searches so we’ve touched 1 in 4 property transactions. We are part of the DMGT, who are committed to investing in our portfolio of services. Because we have such a large, supportive company behind us, we can invest in nationwide, reliable datasets, enhanced mapping tools and an ordering platform that has been designed for ease of use and efficiency. If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people. We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.