Complaints and Compliance Specialist
4 weeks ago
Job Summary: We are seeking a highly skilled Complaints and Compliance Executive to join our team at Talbots Law.
About the Role: As a Complaints and Compliance Executive, you will be responsible for providing a high-quality complaint handling service, handling communications with the Legal Ombudsman, and resolving client matters in a timely and professional manner.
Key Responsibilities:
- Recording, acknowledging, investigating, and preparing responses to all complaints.
- Being the first point of contact for clients who wish to raise concerns and/or express dissatisfaction with our services.
- Promptly resolving and/or escalating ongoing client matters to avoid escalation to a formal complaint.
- Collating and analysing data to identify trends in complaints and presenting this to internal departments to help improve performance.
Requirements:
- 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.
About Us: Talbots Law is an Employee-Owned Company and a member of the EOA. We are proud to be 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.
What We Offer:
- 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).
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