The heart of OneSearch: The dedicated team behind our unwavering customer service

In the conveyancing world, your business is only as strong as the support behind it. While technology and data are crucial, a true partnership has people at its foundation. Today, on the fourth day of National Customer Service Week, we’re celebrating the heartbeat of our business: the OneSearch customer service team.

They’re not just a helpdesk; they are the team who bring our brand to life, the friendly voices you hear on the phone, and the forensic problem-solvers who work tirelessly to ensure every detail of your enquiry is answered thoroughly. In this blog, we’re putting the spotlight on them; not quite the daunting Mastermind chair, more like a well-deserved moment in the sun.

We asked our team some questions to get a glimpse into what drives them, how they work together, and, essentially… what makes them tick.

What’s a recent or memorable problem a client brought to you that you were pleased to solve?

June: “I had a client who wanted their search returned a week sooner due to the buyer expecting her baby any day, and they wanted to be in their new home urgently. To try and obtain the results sooner, it took a little bit of persuading the council and grovelling… Luck was on our side, and I was able to obtain the results and have the search go out two days later. Happy client and happy buyer.”

Stuart: “An AML order that a client’s customer failed to follow the instructions for submitting their data to be checked. There were three things that they failed to do, including using blurred photos and not looking at the camera. I advised the process after liaising with the supplier, and managed to get the first AML refunded via the supplier.“

Carol: “I had one of our client’s clients email me with a complaint… I investigated this complaint thoroughly… The response I received back was lovely, they said they were delighted to have the issues resolved within 48hrs, and they could proceed with their purchase.”

Next, we asked them to define their personal approach to service.

What does “first-class customer service” mean to you personally?

Carol: “To me, first-class customer service means taking ownership and responsibility, truly listening, and showing empathy and respect in every interaction. It’s about treating others as you would like to be treated yourself.”

Elaine: “Being able to assure a client I will own the issue until it is resolved. I have built up a real trust in me from clients that only first-class customer service can achieve.”

June: “Listening to the client and showing concern if they do have an issue, reassuring them I will help to resolve the issue. Letting them know I will take ownership till resolved. Advise on what my next steps will be and then providing regular updates. Building a rapport with clients is a must.”

Now we’ll get a sense of what makes the team feel supported in their role.

How does OneSearch support your well-being or help you feel valued in your role?

Carol: “I have required personal and work support on a few occasions throughout my 21 years at OneSearch and I have never been let down or made to feel unsupported… 100% of the time I have been supported which is amazing.“

June: “I can guarantee I will be asked how I am by my manager the minute she sees me and will always notice If I am not myself and check how I am… My manager always tells me I am a valued member of the team, which is amazing to hear.“

Finally, we wanted to know what makes this level of service possible.

What’s your favourite thing about being a part of the OneSearch customer service team?

June: “The tea service is amazing! Always feel valued and taken care of, feel like part of a wee family with great support… Although the singing can be a bit dodgy at times!”

Carol: “Oh, so many things but first and foremost the people and definitely the banter – it makes for a great day if you have some fabulous banter.”

Stuart: “The people. I work with lovely people, who I know have my back, and I have theirs.”

When they aren’t working their conveyancing magic, the team is busy with a wide variety of personal interests. These passions are what make the team so unique, and so great at what they do.

What’s something you love to do outside of work?

Stuart: “My hobbies, including producing music and watching YouTube documentaries. I’m also currently watching I’m watching Foundation”

Elaine: “Too many things to mention! Everything from plastering to gardening.”

Carol: “I go to the gym a lot but maybe not always to work out, but a lot of the time it’s for a coffee, a bun and a natter with friends! I do like to visit the odd castle and stately home.”

June: “Spending time with my kids and family and my wee dog Shyla. I am currently also watching the second series of “Lie to Me” with Tim Roth and Kelli Williams on Prime Video.”

And finally, if they could become an expert in anything instantly?

Stuart: “Astrophysics – I love anything space related.”

Carol: “Archaeology.”

June: “I would love to be an expert Astronomer as find the night sky fascinating.”

It’s clear that our customer service team’s commitment goes far beyond a job description; their passion for problem-solving, their dedication to one another, and their genuine drive to help you succeed are what make them the true heart of our company.

The integrity of our service reflects the integrity of our people. We believe that this team’s stability, expertise, and collaborative spirit are the key to building the kind of trusted partnership your firm deserves.

So, the next time you connect with us, you can be confident that you’re not just getting a service – you’re getting the best of our team.

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