About

The Role You will act as the main point of contact managing cases effectively and ensuring that all tasks, diary actions and emails are completed within agreed SLAs. You will also be key in identifying valid disputes, recognising genuine complaints and ensuring these are escalated appropriately. You will build strong working relationships with clients. The position suits someone with strong communication skills, excellent attention to detail and the ability to handling sensitive situations with tact and professionalism. Key Responsibilities: Manage an active portfolio of cases (debt recovery of service charge) from instruction to resolution. Review and interpret client instructions, statements of accounts and relevant documentation. Enter new client instructions into the system accurately. Obtain and analyse Land Registry documentation including titles, leases and transfers. Handle inbound and outbound calls with owners, solicitors, clients and mortgagees. Respond to written and email enquiries professionally and promptly. Assess and resolve disputes and respond to Reply Forms in line with company processes. Acknowledge and escalate complaints where appropriate. Utilise client databases to obtain statements, demands and invoices. Negotiate payment plans and take card payments; allocate cheque payments correctly. Follow all internal processes and guidelines to achieve best-case outcomes. Ensure individual and team targets are met, including diary management, email turnaround and workflow distribution. Provide regular reporting and client care updates. The Person We're looking for a confident, detail-driven professional with excellent verbal