About the role
ABOUT THE ROLE
When one of our priority clients places an order, someone is about to commit serious money on the strength of what we tell them. The document they are waiting for sits behind a government office we do not control.
You look after every one of those orders, from payment to delivery. Not the queue — the individual cases, by name.
The measure of this role is simple: the document arrives when we said it would, and the client never has to ask where it is.
We are hiring 4 Priority Case Managers.
WHAT YOU'LL OWN
- End-to-end ownership of priority cases, tracked through every office, team and field agent between the order and the document
- Proactive communication. The client hears from you before they think to ask. When something slips they hear it from you first, with a new date and a reason — not an apology after the deadline has passed.
- Unblocking: chasing sub-registrar and revenue offices, escalating internally, finding the second route when the first one stalls
- The standard of the written word. These clients are lenders and law firms, and every message going out should read like it came from a professional services firm.
- Root causes. Where the same delay keeps recurring, name it and push for the fix rather than absorbing it every month.
- Working alongside the VIP Client Advisor, who looks after the relationship while you look after the delivery
WHAT WE'RE LOOKING FOR
Around 2–4 years of experience is typical, but we care about judgement and writing far more than tenure. A sharp person two years into their career will do this better than someone who has spent ten years never owning an outcome.
- Exceptional written English. This is a hard requirement and we will look at it closely in the interview.
- Organised enough to hold a hundred live cases without letting one go quiet
