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- Tasks: Enhance client experiences by managing feedback and resolving complaints effectively.
- Company: Movera, a dynamic platform transforming the home moving market.
- Benefits: 25 days holiday, hybrid working, free legal fees, and ongoing training.
- Why this job: Join a supportive team and make a real difference in client satisfaction.
- Qualifications: Strong communication skills and a passion for client care.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
The Client Experience Officer plays a key role in managing and enhancing the overall client experience across the firm. Working collaboratively as part of a dedicated client experience team, the role focuses on handling client dissatisfaction, managing complaints (including regulatory complaints), and capturing client feedback to identify areas for improvement. In this role you will contribute to client journey reviews, ensuring insights are translated into tangible actions that drive continuous service improvement and uphold the firm's commitment to exceptional client care.
Key Responsibilities
- Complaint & Feedback Management: Act as the primary contact for all client dissatisfaction and formal complaints, ensuring efficient, fair, and regulatory-compliant resolution (SRA/Legal Ombudsman).
- Investigation & Resolution: Thoroughly investigate concerns, liaise cross-departmentally for information gathering, propose appropriate solutions, and elevate complex/high-risk matters (e.g., professional negligence) to the relevant risk team.
- Online Reputation & Analysis: Monitor and respond to online client feedback channels (Trustpilot, Google, surveys). Analyse feedback trends and root causes to identify systemic issues and improvement opportunities.
- Service Improvement: Contribute to client journey reviews and collaborate with managers to embed complaint learnings and best practices across the business.
- Reporting & Compliance: Prepare insight summaries for senior management on key themes and proposed actions. Ensure strict compliance with all handling procedures, maintaining accurate, auditable records and supporting related training initiatives.
Person Specification
- Client Focus & Resilience: Demonstrated commitment to client satisfaction and effective service recovery, managing challenging interactions with professionalism and composure.
- Communication & Collaboration: Excellent written and verbal communication skills to engage effectively with clients and colleagues at all levels. Proven ability to work collaboratively within a team, sharing knowledge and ensuring consistent outcomes.
- Analytical & Problem Solving: Strong analytical thinking skills to identify trends, diagnose root causes from feedback, and proactively implement process improvements and actionable insights.
- Organisation & Regulatory Knowledge: Strong time management and organisational skills to handle multiple complex cases simultaneously. Sound understanding of SRA/Legal Ombudsman requirements and client care best practices.
What We Offer
- 25 days holiday + your birthday off!
- Hybrid working
- Free conveyancing legal fees
- Moving home days off
- Volunteering days
- Retailer discounts and frequent socials
- Refer a friend bonuses
- Ongoing professional development and training opportunities
- A supportive and innovative team environment where your ideas matter.
At Movera, we celebrate diverse backgrounds, experiences, and perspectives. We strive to create an environment where everyone feels valued, heard, and empowered. We believe that a diverse workforce brings unique perspectives and ideas that drive innovation and excellence. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. If you need any support during the application process, please let us know.
DBS and Financial Checks: We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.
Client Experience Officer in Stockport employer: Movera
Contact Detail:
Movera Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Experience Officer in Stockport
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice your communication skills! Whether it's handling tough questions or discussing your experiences, being articulate and confident can make a huge difference. Consider mock interviews with friends or mentors to sharpen your skills.
✨Tip Number 4
Don't forget to follow up after interviews! A simple thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Client Experience Officer in Stockport
Some tips for your application 🫡
Show Your Client Focus: Make sure to highlight your commitment to client satisfaction in your application. Share specific examples of how you've handled client complaints or feedback in the past, as this will resonate with us at Movera.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language to convey your experience and skills, especially around communication and collaboration, which are key for the Client Experience Officer role.
Demonstrate Analytical Skills: We love a good problem solver! Include instances where you've identified trends or root causes from feedback and implemented improvements. This shows us you can think critically and contribute to our service enhancement efforts.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, we want to make sure you have the best experience right from the start!
How to prepare for a job interview at Movera
✨Know the Company Inside Out
Before your interview, take some time to research Movera and its mission. Understand their approach to client experience and how they handle complaints. This will not only show your genuine interest but also help you align your answers with their values.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific client dissatisfaction scenarios. Think of examples from your past experiences where you successfully resolved complaints or improved client satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Analytical Skills
Since the role involves analysing feedback trends and identifying areas for improvement, be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of how your analytical thinking led to successful outcomes in client service.
✨Demonstrate Team Collaboration
As a Client Experience Officer, you'll need to work closely with various teams. Be prepared to share examples of how you've collaborated with others to achieve common goals. Highlight your communication skills and how you ensure everyone is on the same page.
