Client Support Coordinator - Residential Conveyancing, Norwich (office based role)
This role is responsible for delivering excellent client service and supporting a smooth onboarding process for residential property matters. Key duties include handling client enquiries, issuing quotes, opening files, completing ID, due diligence, AML, and source of funds/wealth checks, and providing administrative support throughout the client journey.
Key Responsibilities
- Act as the first point of contact for new and existing clients via phone and web enquiries
- Issue quotes and onboarding documentation through Peppermint
- Manage referrals and open new client matters, ensuring all required information is captured accurately
- Support clients with ID verification, source of funds/wealth checks, and explain onboarding/legal requirements
- Carry out conflict checks and maintain accurate client contact and matter records
- Prepare, issue, receive, and upload onboarding documents
- Arrange appointments where needed and support fee earners with workflow planning
- Assist with deed/document requests, file closing, and wider team cover when required
- Follow best practice, compliance, risk, AML, CQS, and SLA requirements
- Complete mandatory training and continue professional development
Skills and Experience Required
- Experience in customer service or a similar professional services environment
- Strong communication, listening, and interpersonal skills
- Organised, detail-focused, and able to manage a high-volume workload
- Confident adapting communication style to different audiences and handling challenging situations
- Positive, proactive, and professional approach
- Competent in Microsoft Office and case management systems such as Peppermint
- Able to review source of funds information and follow up where further evidence is needed
- Ideally around three years’ relevant experience in a comparable environment
- Flexible and committed to meeting client and team needs
A full job description can be provided on request.
