Kirsty Saunders

Customer Services Manager

The law has not been exempt in a year in which business models saw large changes in operational delivery – the most dramatic of which was a switch to home working. At the onset of 2021 it seems that many of these changes will last into the foreseeable future. As such, to ensure the continuity of the communication essential to legal practice, Mancini Legal has created a ‘Client Care’ team, which will be headed up by new appointee Kirsty Saunders.

CEO of the firm, Alex Mancini, sees this as a natural progression for the growing business: ‘Covid-19 and lock down did not change the requirement for legal services,’ he said. ‘In Horsham and surrounding areas this was particularly the case with conveyancing as housing sales and purchases boomed, driven both by the continuing amount of new build we see locally and the concessions in Stamp Duty.’

Kirsty Saunders, who has 10 years top-flight customer service experience in the upscale holiday sector, will assume responsibility for all customer-facing aspects of Mancini Legal. One of her primary  roles will be to work with the conveyancing team, overseeing the case progression dashboard to ensure that essential emails or call backs are not missed. Charged with creating a ‘better customer journey and experience’, she will also be the first point of call for any issues or complaints that arise.

‘We purposely looked outside of the legal profession to find somebody who truly understood brilliant customer service,’ Alex Mancini commented. ‘Lawyers get wrapped up in the legal process, as of course they should, but they always need to remember that communication with customers is paramount. At times like this, when many statutory legal processes have been affected by systemic slow downs, Kirsty will ensure clarity and transparency.’

Commenting on her appointment Saunders said:
‘It is exciting to bring the world of leading-edge customer service to a sector that in many cases is
considered more process driven than client centric. It’s a challenge I look forward to meeting as the
first point of contact for both new instructions and files-in-progress. I look forward to building close
relationships with the Mancini client base at large.’

ABOUT MANCINI LEGAL: Solicitors in Horsham, Haywards Heath and Crawley

Mancini Legal was founded on 3rd August 2012 by Alessandro Mancini and he remains the organisation’s Director/CEO. Alessandro set up Mancini Legal with the intention of running a friendly, open, and approachable law firm. Our head office is in Horsham.

Based in the South East of England, we are solicitors in Horsham with offices in Horsham, Haywards Heath and Crawley, we are a full-service law firm, providing legal advice and legal assistance to our UK-wide clients. Mancini Legal caters for both private individuals and businesses. Our legal team are all specialists in their respective areas of practice. We work diligently to be proactive and we are committed at offering the best possible client care.

We offer an extensive line of legal services including Civil Law, Clinical Negligence, Commercial Conveyancing, Commercial Law, Divorce, Debt Recovery, Employment Law, Equine Law, Inheritance Claims, Intellectual Property & Entertainment, International Divorce, Legal Assistance for Expats, Powers of Attorney, Probate, Estates & Trusts, Regulatory Investigations, Residential Conveyancing, Traffic Issues, Travel Illness, Wills & Trusts, and Work Related Accidents.