Job Description

The Role

The Onboarding Advisor is responsible for delivering a high-quality client onboarding experience from instruction through to handover. The role supports early engagement, proactive pipeline management, file readiness, compliance completion and accurate matter progression, helping to reduce delays and create a smooth transition into the next stage of the conveyancing process.

The role is broadly aligned to ONP Solicitors’ current onboarding ways of working and this role supports the increase in Estate Agency work where the case may not be immediately ready to progress to the fee earner. The aim is to help make matters contract-ready while the customer secures a buyer, through early customer engagement, documentation completion and support with relevant compliance requirements.

Customer Onboarding & Service Delivery

· Deliver a positive and professional onboarding experience from instruction through to handover.

· Provide support to clients throughout the onboarding journey, including assisting with app registration, questionnaire completion, identity verification and responding to all onboarding enquiries.

· Act as the key point of contact during the onboarding stage, building confidence and engagement with clients.

· Manage onboarding activities in line with agreed service standards and operational processes.

· Prepare matters for seamless progression to the next stage of the conveyancing process.

Pipeline Management & Matter Progression

· Proactively manage the onboarding pipeline, maintaining regular communication with clients, to ensure visibility of matter status, priorities, and next steps.

· Monitor matters within the onboarding stage and take appropriate action to support timely progression.

· Maintain accurate records, workflow updates, and case management information.

· Identify and escalate delays, exceptions or emerging risks that could impact customer outcomes.

Client & Stakeholder Relationships

· Maintain proactive communication with clients, introducers and stakeholders, providing updates and support as required.

· Develop effective working relationships with internal departments, introducers, and third-party providers.

· Respond to enquiries and requests in a professional and timely manner.

· Work collaboratively with colleagues to ensure a smooth, consistent customer journey.

Quality, Risk & Compliance

· Coordinate onboarding and compliance activities in accordance with company and regulatory requirements.

· Gather, review, and validate the information and documentation required to progress matters.

· Ensure matters meet quality and compliance expectations before progression.

· Support the resolution of risks, exceptions or issues that may impact customer outcomes.

Operational Excellence

· Contribute to departmental performance, service level, and customer satisfaction measures.

· Support continuous improvement activity and adoption of best practice.

· Promote efficient ways of working and identify opportunities to improve processes and customer outcomes.

· Complete all activities in accordance with company policies, procedures, and values.

Person Specification

· Previous experience in a customer-focused, administrative, legal services or regulated environment.

· Strong communication skills with the ability to build rapport and explain requirements clearly.

· Excellent organisation, accuracy, and attention to detail.

· Ability to manage multiple matters or tasks and prioritise effectively.

· Confident use of case management systems, workflow tools, and Microsoft Office applications.

· Ability to identify issues, escalate appropriately and follow agreed processes.

What We Offer

We aim to reward your hard work generously. You’ll be greeted in our offices with great coffee, fruit and biscuits to keep you going, alongside all the benefits listed below, plus much more.

• 27 days holiday + your birthday off!
• Health Cash Plan
• Buy/Sell 5 days per annum
• Build up more annual leave after 1 years service
• Hybrid working
• Free conveyancing legal fees
• Moving home days off
• Volunteering days
• Retailer discounts and frequent socials
• Refer a friend bonuses

Look forward to Monday mornings at Movera, we have the culture, technology and purpose to change the way you feel about your job and strive to create a positive and supportive work environment.

At Movera, we celebrate diverse backgrounds, experiences, and perspectives. We strive to create an environment where everyone feels valued, heard, and empowered. We believe that a diverse workforce brings unique perspectives and ideas that drive innovation and excellence. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. If you need any support during the application process, please let us know.

DBS and Financial Checks: We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.