Client Experience Officer

Movera is seeking a Client Experience Officer to join our Professional Standards team and take on a pivotal role in shaping and optimising the client experience by strategically addressing service pain points and managing complex client feedback.

The Role

The Client Experience Officer plays a key role in managing and enhancing the overall client experience across the firm. Working collaboratively as part of a dedicated client experience team, the role focuses on handling client dissatisfaction, managing complaints (including regulatory complaints), and capturing client feedback to identify areas for improvement. In this role you will contribute to client journey reviews, ensuring insights are translated into tangible actions that drive continuous service improvement and uphold the firm’s commitment to exceptional client care.

Who Are We

Movera is a flourishing platform business that brings together ambitious home moving brands from across the sector. Built on the heritage and passion of experienced legal services businesses including ONP Solicitors and Cavendish Legal Group, brought together to transform the moving market for the better. Our vision is to create moving and remortgaging experiences to be celebrated – not tolerated.

Key Responsibilities

• Complaint & Feedback Management: Act as the primary contact for all client dissatisfaction and formal complaints, ensuring efficient, fair, and regulatory-compliant resolution (SRA/Legal Ombudsman).
• Investigation & Resolution: Thoroughly investigate concerns, liaise cross-departmentally for information gathering, propose appropriate solutions, and escalate complex/high-risk matters (e.g., professional negligence) to the relevant risk team.
• Online Reputation & Analysis: Monitor and respond to online client feedback channels (Trustpilot, Google, surveys). Analyse feedback trends and root causes to identify systemic issues and improvement opportunities.
• Service Improvement: Contribute to client journey reviews and collaborate with managers to embed complaint learnings and best practices across the business.
• Reporting & Compliance: Prepare insight summaries for senior management on key themes and proposed actions. Ensure strict compliance with all handling procedures, maintaining accurate, auditable records and supporting related training initiatives.
  
  

Person Specification

• Client Focus & Resilience: Demonstrated commitment to client satisfaction and effective service recovery, managing challenging interactions with professionalism and composure.
• Communication & Collaboration: Excellent written and verbal communication skills to engage effectively with clients and colleagues at all levels. Proven ability to work collaboratively within a team, sharing knowledge and ensuring consistent outcomes.
• Analytical & Problem Solving: Strong analytical thinking skills to identify trends, diagnose root causes from feedback, and proactively implement process improvements and actionable insights.
• Organisation & Regulatory Knowledge: Strong time management and organisational skills to handle multiple complex cases simultaneously. Sound understanding of SRA/Legal Ombudsman requirements and client care best practices.
  
  

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.

• 25 days holiday + your birthday off!
• Hybrid working
• Free conveyancing legal fees
• Moving home days off
• Volunteering days
• Retailer discounts and frequent socials
• Refer a friend bonuses
• Ongoing professional development and training opportunities
• A supportive and innovative team environment where your ideas matter.
  
  

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.

Movera is a flourishing platform business, bringing together ambitious home-moving brands from across the sector. Built on the heritage and passion of experienced legal services businesses, brought together to transform the moving market for the better.