Reporting to the Managing Partner, I am the Client Liaison Manager for one of the conveyancing practices with a caseload of circa 800 conveyances a year. In this role, I am responsible for managing client relationships and communications throughout the conveyancing process (whether buying, selling, or remortgaging) ensuing that they are kept informed, reassured, and satisfied with our services. I work closely with solicitors, conveyancers, and other team members to facilitate smooth communications and resolve any client concerns promptly. My main responsibilities are:• Business development and relationship management – I build and maintain strong relationships with clients and other stakeholders including developers, estate agents, and other firms of solicitors. By being the embodiment of the firm’s values through outstanding communications, exceeding clients’ expectations, and getting things done right first time, I ensure that we maintain our place on estate agents’ and developers’ panels of preferred/approved conveyancing firms.• Client communications – I provide regular updates on the progress of their conveyancing matters, and answering client enquiries via phone and email, ensuring that my work is highly responsive and professional.• Process management – I play an important part in ensuring that the end-to-end conveyancing process for the whole team runs as smoothly as possible, from receiving initial client enquiries through to ensuring that completions and registrations are properly closed out. This involves working closely with the team to ensure all client milestones are met and that all documents are accurate and submitted in a timely manner.• Service delivery – I undertake activities such as onboarding clients including providing quotations for our services, dealing with client enquiries, setting up client files, allocating client funds, carrying out identification and compliance checks, carrying out searches, checking mortgage documentation etc.

I was a self-employed Business Development Executive for ViiSana, an intermediary of Vitality Health. I passed various internal regulatory exams so that I was authorised to sell Vitality health, life insurance, and private medical cover products.

In addition to my role at ViiSana, I was a Customer Services Adviser at Nirvana Health Spa. Reporting to the Operations Manager, I was responsible for staff training, memberships, front desk operations, and treatment advice. I also did staff rota planning and staff training planning. I twice won the quarterly customer services award.

Reporting to the Area Manager, I was responsible for over 500 business accounts held at RBS and my role incorporated business development activities, financial advisory services including business planning and account reviews, arranging overdrafts, new credit facilities, business loans, insurance products, and company credit cards, and implementing the Streamline card payment facility. This role was later expanded to responsibility for the top business accounts in the Guildford branch as well as the accounts of High Net Worth individuals in the Guildford and Woking area. Between 2006 and 2016, I was the RBS’s “Women in Business” Ambassador for the South East which entailed attending various networking events, supporting female entrepreneurs, and promoting the RBS brand. Between 2014 and 2016, I also attended regional meetings with members of the RBS Board of Directors and I was Board Liaison for RBS’s Communications Panel which advised on message delivery and channel strategy for branch communications, including roll-out of ‘theme of the week’.

Reporting to the Branch Manager, I had delegated responsibility for all aspects of sales, customer services, and staff training.

At the age of 22, I became RBS’s youngest ever Customer Services Manager (de facto Branch Manager). Reporting to the Area Manager, I was responsible for a staff of 15 people and all aspects of strategic planning and daily operations including customer services, sales, and risk management/compliance within the Maidenhead Branch. I also became a South East regional trainer for new managers and developed a 360° feedback process which was rolled out regionally.

Reporting to the Branch Manager, I was responsible for the sales of mortgages, loans, savings, and investment products as well as carrying out financial reviews with branch customers. During my tenure, the High Wycombe branch went from the worst (13th) to the best (1st) sales performance in the South East region.

I was invited to join the Lloyds Bank financial services arm and was trained in the sale of financially regulated products such as pensions, life protection, and other investment products. This involved visiting multiple clients to carry out financial reviews and recommend suitable products.

Having been selected as part of the Management Development Programme and reporting to the Branch Manager, I was responsible for performance on the sales of mortgages, loans, credit cards, savings and investment products. I consistently met annual sales targets and developed an understanding of customer services, sales, and portfolio account management. I also passed my Chartered Banker Institute examinations.