MARYAM AJUJI AHMED

* Managed the firm’s incoming communications by acting as the primary point of contact for clients, stakeholders, and members of the public. This involved efficiently responding to all emails, phone calls, and complaints, ensuring clarity and professionalism in communication. I consistently relayed critical information to appropriate legal teams and ensured that all correspondence was addressed in a timely manner, contributing to the smooth flow of operations within the firm.

* Collaborated closely with legal staff to assist in drafting and refining a wide range of case-related documents, including detailed case reports, memoranda, case summaries, meeting minutes, and agendas. By ensuring the accuracy and quality of these documents, I helped maintain the firm’s high standards and supported legal teams in providing comprehensive case analysis and advice to clients.

* Organised and maintained case files with meticulous attention to detail, ensuring that all documents were systematically catalogued and readily available for legal staff to access when needed. I took the lead in ensuring the integrity of case files and that all supporting documentation was properly filed, minimising delays and enabling efficient retrieval for case progress, while safeguarding sensitive data.

* Monitored and tracked case progression by maintaining up-to-date and detailed records, identifying cases that required immediate attention or action. I input case data into internal systems accurately and in line with firm protocols, ensuring that all case information was captured efficiently and that progress was tracked in accordance with timelines and deadlines.

• Managed the end-to-end resolution of 180+ complaints in line with ARB's statutory powers and Code of conduct.

• Delivered excellent customer service, maintaining professionalism at all times, particularly in handling highly complex or sensitive cases.

Monitored the team’s inbox, responding promptly and professionally to a wide variety of queries, and ensured inquiries were appropriately directed to team members when necessary. Managed telephone queries and maintained constant communication with complainants and respondents throughout the complaints process, ensuring they remained well-informed through clear and concise communication.

• Evaluated extensive data and evidence submitted by parties to provide accurate and well-reasoned complaint assessments and recommendations.

• Produced well-written complaint summaries, evidence bundles, decisions, and press releases and communicated them to all involved parties, ensuring that they fully understood the complaints process and next steps.

• Organised and facilitated professional conduct hearings, both in person and online. Worked closely with all parties to coordinate schedules, ensuring availability for hearings, and sent out detailed hearing invites and instructions to ensure that everyone was thoroughly prepared on the day.

• Took ownership of my workload and worked proactively to ensure complaint cases were managed in a timely manner even when faced with high volumes of cases and time pressures. I additionally provided support to colleagues and worked flexibly when needed in order to contribute to the broader goals of the department.

• Collaborated with colleagues to undertake and deliver effective case management in line with key performance indicators and quality assurance measures.

• Acted as the first point of contact for clients, tenants, and landlords, addressing enquiries relating to maintenance requests, lease information, and payment issues, as well as ensuring all telephone and email queries were handled in a timely manner.

• Provided team support to property managers and wider team members with day-to-day administrative tasks such as organising property documents, sending out letters to clients, and managing communication with third-party contractors.

• Took the lead in the organisation of meetings and travel itineraries for staff as well as scheduling viewing requests requested by tenants.

• Maintained an accurate and detailed record of tenant details, maintenance requests, and complaints via the company's internal database, as well as organising both electronic and physical property information.

• Providing administrative support, including diary and inbox management, to ensure the most efficient use of the Deputy Directors' time, in line with their preferred working style. This will require excellent prioritisation, attention to detail and anticipating future diary pressures and advising as appropriate.