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.”

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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.

In conveyancing, working faster is rarely an option. But working smarter certainly is. Chasing searches, unpicking unclear results, managing enquiries are all just busy tasks. None of it is an effective use of time, however important the solutions are.

Trudging through busy work takes you away from the time you could spend on client care, business development and the more complex elements of conveyancing that genuinely require expertise.

Alas, time-sink tasks trap far too many property professionals, not necessarily because of inhouse processes, but because of an outdated search provider. Relying solely on humans is antiquated in an industry that pushes for immediacy, and using automation alone fails to apply the enormous value human expertise and nuance can bring to a case. A blend of the two – humans and technology – creates a potent force that pushes you forward in a competitive market.

The problem with a static service

We all know the agonising pain of submitting an enquiry then waiting hours, days, even weeks for a response. When the answer appears, it’s generic and appears to bear little resemblance to the specific transaction. You follow up, you explain the context, again, you chase, often dealing with different people who have no access to your transaction’s history or needs.

Similarly, customer service chatbots miss the nuance of a question or are unable to deal with the queries more complex transactions pose. Self-service portals squirrel information away in hard-to-reach corners, again falling short of the mark in complex cases, so you spend more time digging for an answer than you would solving the problem yourself.

Whether over-automated or stuck in the past, if your search provider hasn’t evolved to support you effectively, it is more likely to drain your time, increase your stress and damage your business. Its inefficiencies become your problem, and no one wins.

The power of people first

Being able to rely on a customer service team and sales account managers who are trained problem solvers, who understand the complexities of real-life transactions means you have a support system that actively works to remove obstacles from your workflow.

At OneSearch, for example, when you contact our customer service team about a complex search scenario, you engage with professionals who understand the intricacies of conveyancing, who can interpret Land Registry data, who know the questions to ask to get to the root of the problem – and know how to provide effective solutions.

Our account managers work with you to identify ways to streamline your processes, either by embracing new ideas or leveraging new technologies to boost our human-centric support. They look for patterns in your search requests and suggest workflow improvements. They flag potential issues before they cause you any problems. They share industry insights that could benefit both your business and your day-to-day workload.

Tech as a time-saver

Technology has a lot to offer, giving humans time back so we can do what we do best: listen, interact, build relationships and apply the nuance and expertise technology is a long way from offering. 

Systems with instant access to historical enquiries, easily searchable data and simple tracking of a case mean you don’t have to explain your transaction to multiple agents or chase progress. With technology handling the repetitive, mundane tasks, the OneSearch team can help you focus on higher-value work, solving complex problems and building the relationships that drive long-term business.

A hybrid service model delivers tangible improvements in your daily productivity. You can update clients in minutes rather than hours with contextual search results rather than raw data you needed to unpick. Added up, this level of efficiency and quick turnaround saves you time in abundance. Saving ten minutes per search, for example, can mean hours saved per week, so you can take on more cases without needing to take on more people.

And with those savings in time and resources comes the confidence to handle an increase in volume without compromising quality. An efficient, innovative search provider inspires the confidence and power to embrace growth and scale ambition.

Keeping it human

At its heart, conveyancing is a human business. In buying property, the majority of clients are making the largest purchase of their life, envisioning a future in their new home. It is an enormously emotional period for many clients, so the pressure is on to walk alongside them and support them as best you can. So you need a service provider that walks alongside you, making that role as easy as possible, taking the load, so you can provide the human support to your clients.

As the conveyancing landscape will continue to evolve – regulations will change, tech will advance and client expectations will rise – you need a robust search provider that evolves and innovates, so you can navigate that ever-changing landscape successfully and with confidence.

The conveyancing industry is constantly changing. New regulations emerge, client expectations shift with each transaction and technology is evolving at breakneck speed.

To keep up, property professionals need to partner with search providers that move with the times; partners that respond quickly and confidently with clear communication, using transparent processes. Reliable partners that react to immediate needs and invest in your long-term success.

Alas, all too often, search providers deliver less than stellar customer service. They’re reactive, scripted and frustratingly disconnected from the realities of modern practice, treating customer service as an afterthought rather than the cornerstone of a partnership.

With effective customer service, your search provider can truly understand your business and adapt its service to meet your needs – and those strong foundations mean you can focus on what you do best.

How to spot static service

In an industry so reliant on timing and accuracy, broken customer service is more than frustrating. It’s risky.

Static customer service appears in predictable patterns. Maybe your everyday queries disappear into black-hole ticketing systems. Maybe communication channels feel more like swamps as you’re bounced from department to department, forced to repeat your problem to multiple disengaged CSRs and account managers who lack context about your business’s needs and challenges.

More concerning, though, is the lack of company-level response to core industry changes. No guidance for new regulations. No support when processes change. No evolutions to match shifts in client expectations.

You need to be able to rely on your search provider to support you through the challenges as they arrive; to have a clear, definite response that helps you move your business forward, so you can please your own clients. Static service leads to static results, and in this dynamic market, static results means falling behind. Fast.  

What good service looks like

No business operates in a vacuum – and neither should the support you get from the partners you choose. You need to be able to call on a customer service team that does more than respond to queries in its own time. You need to work with people who anticipate your needs, understand your challenges and adapt to you and the wider market.

So, when new legislation rolls in, your search provider proactively shares and explains guidance to support you as you adapt to a new way of working. When software and tech updates inevitably happen, humans reach out to explain the changes and respond to questions. And when the pressure is on to work through complex data in a very short turnaround, experts are there, by your side, listening, getting the work done and removing the confusions, delays and risks.

At the very heart of good service is people, trained professionals who understand the intricacies of conveyancing, whether in large national law firms or in local high street solicitors.

Staying human in a digital world

Technology, AI and automation are game changers, there’s no question. They increase responsiveness and accuracy and enhance human-led service. They give people the space to apply sense, find creative solutions and build the relationships crucial for effective customer support. Digital platforms make information more accessible, but personal relationships ensure it is relevant and actionable.

And this is the difference between a service provider and a partner: partners invest in your long-term success while providers merely react to your immediate needs.

Partners take time to understand your practice, your goals, and your challenges; they celebrate your successes, keep you agile and help you navigate obstacles. When market conditions change, partners don’t just update services — they communicate how these changes might impact you and deliver forward-thinking support that keeps pace with your ever-evolving needs.

The detective work behind every search

Great customer service from an effective partner needs to be responsive, of course. But it also needs to be right. Combining technological capability with investigative instinct ensures your partner catches data inconsistencies that could derail your transactions before they become problems.

Experienced professionals don’t just process searches; they scrutinise them. When property boundaries don’t align with historical records, when planning applications seem incomplete or when ownership details raise questions, it’s the trained human eye that spots these red flags early – not automation or tech. Human expertise and experience alone can recognise and investigate the patterns and anomalies that systems might miss. They cross-reference multiple sources, question discrepancies and provide context that transforms raw data into actionable intelligence – and explain implications and suggest next steps.

This data sleuth approach means fewer nasty surprises, fewer transaction delays and more confidence in every search result. And your clients benefit from that level of thoroughness, even if they never know about the prevented potential issue.

At OneSearch, we believe that exceptional customer service is at the heart of every successful business. As we celebrate National Customer Service Week (NCSW) this week, we are proud to reaffirm our commitment to delivering first-class customer experiences.

Great customer service is more than just a buzzword for us – it’s a core principle that drives everything we do. We are committed to continuously improving our services, processes, and communication to better meet and exceed our customers’ expectations.

As a testament to our dedication to excellence, we are thrilled to share that we are active members of the Institute of Customer Service. This membership reflects our commitment to putting our customers at the centre of our business, as well as staying up-to-date with the latest industry trends, best practices, and customer service innovations. It also connects us with a community of like-minded businesses striving to raise the bar for customer service standards.

Customer Service Manager Carol Dodd said: “National Customer Service Week is a time to celebrate our commitment to excellence; for us, exceptional customer service isn’t limited to one week, it’s a daily commitment. Our team is dedicated to going above and beyond to meet our customers’ needs, and we take immense pride in being members of the Institute of Customer Service.”

As OneSearch celebrate over 30 years in the industry, our company vision remains as resolute as ever: offer reliability, impact, and excellence to our customers and partners within the property industry.