Empowering Excellence: Katharine Ellwand, Driving Customer Service at Pali Ltd.

International Women’s Day is celebrated annually on March 8th. It is a global day celebrating the social, economic, cultural, and political achievements of women to raise awareness and inspire action towards creating a more inclusive society for all genders.

Here at PALI, our female staff consistently excel. Not only are we grateful for these members of the team, who are exceptional and continue to receive outstanding feedback, but it’s also important to acknowledge that our wonderful service is a result of the strong relationships and incredible support we receive from our service partners and clients too. These women are integral to the success of our business as PALI wouldn’t be able to provide the excellent service without them.

This year, we wanted to interview some of these amazing women we are appreciative to work alongside, finding out what this day means to them, their proudest moments, the women that inspire them and more.

Could you kindly introduce yourself and outline your role within the company?

My name is Katharine Ellwand and I am the Customer Services Manager at Pali Ltd. I have worked for Pali for seven years now. My role involves answering any customer queries, client onboarding and support, problem resolution, customer relationship management, order processing and overseeing all aspects of customer support and satisfaction, with a focus on driving continuous improvement. ?My goal is to ensure our clients receive the best service possible.

In your experience, what key factors are essential for providing an excellent service in our industry?

Treating customers as individuals and not taking a one size fits all approach. People have different working styles that need to be accommodated.? While we boast an award-winning online ordering platform and a suite of software tools—including a quotation system, compliance tools, onboarding technology, and a fully integrated post-completion system, we understand that each client has unique preferences and needs, so we provide flexibility in our ordering process. We would never just ‘direct you to the portal’. Behind the scenes, a lot of our internal systems are powered by automation, but we emphasise the importance of blending technology with human interaction. You can count on the support of our back-office staff and my dedicated team whenever you need assistance. We recognise the critical importance of responsiveness in the conveyancing industry, and it’s something we take great pride in delivering.

What aspects of working at PALI do you find most fulfilling?

I enjoy talking to our clients each day. We have clients from all over the world and I’m happy that I get to build strong working relationships with them.

What has been your proudest moment in your career?

I would say when I became a manager. I started at the very beginning with Pali and had to learn a lot before I could take on this role. It is most definitely a challenging yet very rewarding role, and no two days are the same.

What does International Women’s Day mean to you?

I think it serves a s a reminder of how far we have come and how powerful some of our achievements are. They are worth celebrating!

What woman/women inspire you the most?

I would say I’m mainly inspired by my friends and teammates rather than women in the media. I have a friend who pushed through debilitating anxiety to become a mental health lead at a university. I found her dedication to her end goal truly inspiring. ?I also have a friend who will be competing alongside me at a tournament in Madrid this month, despite giving birth just 3 months ago! Her motivation inspires and bewilders me! We are surrounded by inspirational women every single day.