Landmark Information Group
Customer Service Specialist
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Customer Service Specialist
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 continuously evolve, invest 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. As we expand our services, we’re embracing a customer success-focused approach, creating exciting opportunities for individuals passionate about:
- Building strong relationships
- Delivering outstanding service
- Driving positive customer results
The Opportunity
We’re seeking a customer-focused professional to join our award-winning Customer Service team at a pivotal moment in our growth.
This role is not just traditional customer support—as a Customer Service Specialist, you’ll:
- Act as a trusted advisor to customers
- Guide, troubleshoot, and foster consultative relationships
- Balance customer needs with business priorities while maintaining a high standard of service
Key Responsibilities
- Provide professional and consultative support via telephone, email, and digital channels
- Build trusted relationships, advocating for customers throughout their journey
- Own customer enquiries from first contact to resolution
- Proactively improve customer experiences and identify optimization opportunities
- Collaborate with internal teams and external partners to streamline workflows
- Navigate multi-system workflows confidently to resolve complex queries
- Engage with data providers and third parties to address search-related issues
- Communicate clearly and professionally with customers, colleagues, and stakeholders
- Champion a customer success mindset across the team
- Align customer expectations with business requirements
- Analyze customer feedback, recognize patterns, and contribute to service enhancements
- Meet KPIs for service quality, productivity, and customer satisfaction
- Uphold high standards and engage in continuous improvement initiatives
- Develop deep expertise in SearchFlow’s products, services, systems, and processes
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About You: Ideal Candidate Profile
We’re looking for a proactive, service-oriented professional who thrives on delivering exceptional experiences.
Key attributes include:
- Strong communication skills to quickly build rapport and manage conversations with diverse stakeholders (internal and external)
- A customer-centric mindset with a genuine desire to achieve positive outcomes
- Problem-solving expertise, backed by a proactive and solution-driven approach
- Ability to handle difficult scenarios with confidence, professionalism, and empathy
- Strong organisational skills to prioritize and manage multiple responsibilities
- A collaborative mindset, comfortable working across departments for the customer’s benefit
- Credibility and influence skills to engage with customers at all levels
- Commitment to continuous improvement and shaping the future of customer service
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What We Offer
Benefits Package:
- 25 days annual leave + bank holidays (with added 5 days purchase option)
- £300 annual lifestyle allowance
- Pension scheme (4% employee contribution, 5% employer matching)
- Private medical insurance via Vitality
- Group income protection
- Matched charitable fundraising
- Cycle to Work & GymFlex schemes
- Internal coaching and mentoring programmes
- Ongoing learning and development opportunities
- Family-friendly policies
- Free on-site parking
About SearchFlow
The Conveyancing Leader:
- Part of a £1.2 billion business, SearchFlow is the UK’s largest conveyancing search provider.
- Powers 2,500+ legal firms, handling 1 million+ searches annually—equivalent to 1 in 4 property transactions.
- Over 5 million instructions processed, ensuring accuracy for 26 million searches.
Why Join Us? We’re part of the DMGT Group, known for investing in their portfolio. Their support enables us to provide:
- Reliable, nationwide datasets
- Enhanced mapping tools
- A user-friendly ordering platform
At SearchFlow, you’ll thrive in a dynamic, expanding environment where empathy, collaboration, and self-motivation drive success.
Commitment to Diversity & Inclusion: We’re an equal opportunities employer, celebrating diversity and fostering an inclusive working culture for all staff.
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Jessica, London
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