Compliance Analyst- leading law firm

6 days ago


Brierley Hill West Midlands, United Kingdom QED Legal Full time

Complaints and Compliance Executive Opportunity

I'm looking for a Complaints and Compliance Executive to join a growing compliance function of a leading West Midlands law firm. This full-time, permanent position offers a rewarding opportunity to manage and resolve client concerns while helping to improve organizational processes.
Our client is a progressive, employee-owned law firm recognized for its exceptional client service and commitment to fostering a positive workplace culture. With a strong focus on community impact and professional excellence, the firm offers a supportive and inclusive environment for career growth. This role is based at their Brierley Hill office , offering a competitive benefits package and the chance to make a meaningful contribution to the firm's success.
As the Complaints and Compliance Executive , you will act as the firm’s designated complaints handler, managing client concerns with professionalism and serving as the primary liaison between the firm, the Solicitors Regulation Authority (SRA), and the Legal Ombudsman. Your role will involve resolving complaints efficiently while identifying trends to support continuous improvement.
Handle all stages of the complaints process , including recording, acknowledging, investigating, and preparing responses.
Resolve ongoing client matters promptly and escalate as necessary to prevent formal complaints.
Analyze complaints data, identify trends, and provide actionable insights to internal teams to improve service delivery.
At least 2 years’ experience managing complaints in a legal or professional services environment.
Knowledge of the Legal Ombudsman’s complaints handling process or similar regulatory frameworks.
Experience analyzing data to identify trends and presenting findings to stakeholders.
Competitive salaries with annual reviews.
Generous leave benefits , including 25 days holiday, a birthday off, and long-service awards.
Access to a tax-free profit-sharing scheme as part of its employee-ownership model.
Comprehensive wellness, healthcare, and financial support benefits , including life insurance and a health cash plan.
Career development opportunities with financial and mentoring support for professional qualifications.
A robust social and charitable engagement program, including support for major community initiatives.
If you are an experienced complaints handler eager to take on a pivotal role in a supportive, client-focused organization, I'm excited to chat with you about new roles.


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