Complaints and Compliance Executive

2 months ago

Brierley Hill, United Kingdom Talbots Law Full time

Complaints and Compliance Executive

Compliance Department

Waterfront Office, Brierley Hill

Full Time, Permanent Position


We are looking for an experience individual to join Talbots as a Complaints and Compliance Executive. To be successful, you will have at least 2 years’ experience of dealing with complaints within a legal environment.


As a Complaints and Compliance Executive, you will be expected to provide a high-quality complaint handling service as the Company’s designated complaints handler with the Solicitors Regulation Authority (SRA) and the primary point of contact between the Company and the Legal Ombudsman.


Who Are Talbots Law?

Talbots Law is proud to be an Employee-Owned Company and a member of the EOA. We were the first Employee-Owned Law Firm in the West Midlands.


Talbots is a Values led Company with a shared vision of “Working every day to be the best” for our people, our clients, and for our communities.


We are passionate about people being the best that they can be. We do this by providing a comprehensive package of high-quality Company benefits and rewards.


The Company is committed to the Real Living Wage Foundation and we also hold the Disability Confident accreditation.

  • Competitive salaries with annual review.
  • Annual tax-free* profit-share.
  • 25 days holiday + birthday + ex-gratia day + UK Bank Holidays + long service awards.
  • Company salary-sacrifice pension scheme (4% from Talbots: 4% from employees).
  • Group Life Insurance (3 x annual salary).
  • Enhanced Company Sick Pay and Parental Leave.
  • EV Car Leasing Scheme.
  • Comprehensive Employee Assistance Programmes.
  • Perkbox employee rewards & benefits platform.
  • Medicash Health Cash Plan.
  • Financial Health & Wellbeing Provision.
  • Bank of Talbots (Annual employee credit for legal fees) and Financial Support Loans.
  • Salary Sacrifice schemes.
  • Established Company progression framework.
  • Career progression plans (including financial / mentoring support towards professional qualifications where desired).
  • Social events programme with larger event invitations extended to partners & families.
  • Company gifts for celebrations and special life events.
  • Commitment to charitable initiatives (currently main corporate sponsor of Acorns Children’s Hospice).


What the job involves:

  • Recording, acknowledging, investigating and preparing responses to all complaints whilst handling communications with The Legal Ombudsman (Le0).
  • Being the first point of contact for clients across a range of communication methods, who wish to raise concerns and/or express dissatisfaction as to the services provided by the Company
  • Promptly resolving and/or escalating ongoing client matters to avoid escalation to a formal complaint, liaising with relevant internal stakeholders and providing timely and informative updates to all parties.
  • Collating and analysing data to identify trends in complaints and presenting this to internal departments to help improve performance, achieving KPIs and timescales.


What you need:

  • Previous experience of handling customer complaints for a large professional services company, ideally in the legal sector.
  • Working competency experience of dealing with the Legal Ombudsman’s Complaints Handling Process or similar non-legal Ombudsman processes.
  • Excellent interpersonal and communication skills, capable of communicating with clients and colleagues at all levels.
  • Ability to deal with dissatisfied clients in a professional manner to achieve a positive outcome for both the client and the Company.
  • Attention to detail and high level of accuracy with the ability to use own initiative to problem solve.


If this sounds like the role for you then please apply today by sending your CV to careers@talbotslaw.co.uk.

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