Conveyancing Helpdesk Manager

Location: Waterloo (hybrid after probation)Salary: Competitive salary, depending on your experienceAre you passionate about conveyancing, helping customers get the most from their software and developing high-performing teams that understand the pressures faced by legal professionals We’re looking for an experienced Conveyancing Helpdesk Manager on an initial 12-month fixed term contract. You’ll lead and develop our client software support team, ensuring customers receive responsive, knowledgeable and high-quality support while using your conveyancing expertise, client insight and product knowledge to continually improve the customer experience.About InfoTrack Our clients rely on our software and search services as part of their day-to-day property transactions. That means our support team needs to understand not only the technology, but also the conveyancing workflows, terminology and pressures our clients work with.As our user base and product portfolio continue to grow, we’re strengthening our support leadership to ensure client queries are handled effectively, customers receive clear and practical guidance, and feedback is used to continually improve our products and service.What you’ll be doing In this role, you will: • Lead and develop the Client Software Support team, ensuring customers receive accurate, timely and helpful assistance across all support channels • Build a strong understanding of our software, customer workflows and conveyancing sector requirements to ensure support is practical, relevant and client-focused • Ensure client queries are appropriately triaged, assigned and progressed in line with agreed service standards and customer expectations • Monitor support queues, contact trends and ageing queries, identifying opportunities to improve response quality, resolution consistency and the overall client experience • Support the team in resolving more complex client queries, using strong product knowledge and an understanding of conveyancing processes, customer workflows and legal terminology • Work closely with Product, Development, Customer Success and Sales Support teams to share customer insight, resolve recurring queries and improve software usability • Identify recurring questions, training gaps and usability issues, working with internal teams to improve guidance, knowledge content and product adoption • Use client feedback and support trends to recommend improvements to processes, product information and self-service resources • Support effective communication during service issues, ensuring customers are kept informed and reassured where their use of the software is affected • Provide stakeholders with clear operational updates and insight on support performance, customer themes and improvement activity What we're looking for Essential: • Proven experience leading a client support, helpdesk, operations or customer service team within a conveyancing, legal services, legal technology or property search environment • Extensive knowledge of the conveyancing process • Experience managing support queues, customer enquiries and service standards using a ticketing, CRM or helpdesk platform • Strong leadership and influencing skills, ideally gained in a conveyancing, legal operations or legal technology environment • Strong customer communication skills, with the ability to explain software guidance, conveyancing concepts and support updates clearly to both technical and non-technical users • Ability to build and maintain strong product and conveyancing process knowledge, translating this into practical support guidance for clients and coaching for the team • Ability to analyse support trends, customer feedback and contact drivers to improve the client experience • Experience improving support processes, knowledge content and team capability using operational data and client insight • A strong sense of ownership, with the ability to follow issues through to completion and work effectively to deadlines • A positive and resilient approach, with the ability to maintain high standards in a pressurised environment Desirable (but not essential): • Experience with a software service provider supporting legal, conveyancing or property search customers • Hands-on experience in residential or commercial conveyancing, legal case management, property searches or conveyancing support operations What success looks like • Customer Satisfaction (CSAT) • First Contact Resolution (FCR) • Call and email quality • SLA response performance • Repeat contact rate • Knowledge base contribution and usage • Client feedback themes Working Hours• Your working week will be 37.5 hours per week, typically 9:00am – 5:30pm initially, with opportunities for hybrid working between home and our Waterloo office once your probationary period is completed.Salary and Progression • Competitive salary, depending on your skills and experience • You’ll also benefit from annual performance reviews, providing a clear pathway for career development and salary progression Benefits and Rewards• 25 days annual leave, plus bank holidays• Flexible working options, including hybrid working and flexitime after probation• Private health insurance, including dental, optical and hearing cashback• 24/7 health advice line and access to virtual GP appointments• In-house barista: enjoy freshly brewed drinks throughout the day• Office snacks, including fruit and refreshments• Regular team breakfasts and lunches• Recognition awards: £100 spot prizes for going above and beyond• “Work From Anywhere” weeks: work remotely from a location of your choice• Referral bonus: earn up to £2,000 for successful referrals• Regular social events including summer and Christmas parties, hikes, pub quizzes and more