Process Improvement Adviser

Countrywide Tax and Trust Corporation Ltd are a forward-thinking company whose approach to estate planning is both innovative and on point. CTT Group has worked hard to develop its product range and strategies, ensuring that we can provide the best estate planning solutions to clients, no matter their situation.

We are an innovative organisation who values its employees and encourages growth and career development. Encompassing many teams that provide professional services to our clients, our wealth of knowledge and training is extensive to ensure our employees can provide an outstanding service.

If you want to work for a company that’s not afraid to stand out from the crowd, then being a part of the Countrywide Group is for you.

Within this role you will work closely with our Legal and Technical Teams in investigating and responding to customer feedback, and continuously developing and improving our business systems and processes. You will produce recommendations for improvement where required and work with team leaders across the business in these key areas. You will also deal with disputes with local authorities in relation to long term care funding, as well as corresponding with clients, advisers and other professionals in relation to all matters.

·         To monitor, investigate and respond to client feedback.

·         To monitor the progress of complaints and actively follow up with teams as needed to ensure resolution.

·         Ensuring complaints are recorded and acknowledged whilst liaising with the relevant Team Leader to ensure thorough investigation and timely responses.

·         Drafting responses to complaints.

·         Identify the root cause of issues and contribute to the development and improvement of business systems and processes.

·         Support the Team Leader in formatting and proposing process changes or improvements for discussion.

·         To liaise with local authorities regarding long term care funding disputes.

·         Review files and chase for outstanding information where required.

·         Complete Financial Assessment Forms.

·         Assist other team members with drafting responses to local authorities.

·         Liaise with other authorities where required.

·         Liaising with clients, advisers and other professionals in relation to all matters.

·         Review cases, provide overviews and establish timelines, identifying any potential issues.

·         To make effective use of case management systems and ensure efficient use of time and resources across the business.

·         Assist with training other members of staff.

·         Highlight target areas to drive business efficiency and an improved customer experience.

·         Review existing systems and processes, and identify and recommend improvements to optimise processes in light of feedback received from clients.

·         Provide ongoing support and development of existing processes and systems.

Additional Responsibilities

·         Provide support and ongoing training to the wider business.

·         Dealing with complaints in a professional and timely manner.

·         To make appropriate recommendations for service improvement.

·         To attend and complete relevant training.

·         To co-operate with and take part in the business’ appraisal process.

·         Make effective use of case management systems, Microsoft, and email systems.

·         Professional client approach.

·         Ability to be able to motivate, support and lead others to deliver goals and deadlines.

·         Strong communicator with the ability to adapt to everyone.

·         Ability to be resilient, calm and solution focused.

·         Confident in making decisions.

·         Willing to delegate.

·         Organised and adaptable.

·         Good inter-personal skills and understanding manner.

Desirable

·         Legal Knowledge