Complaints and Compliance Executive
Compliance Department
Waterfront Office, Brierley Hill
Full Time, Permanent Position
We are looking for an experienced 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.
Job Type: Full-time
Pay: From £27,000.00 per year
Additional pay:
* Bonus scheme
Benefits:
* Additional leave
* Company events
* Company pension
* Employee discount
* Free flu jabs
* Health & wellbeing programme
* Life insurance
* Private medical insurance
* Referral programme
Schedule:
* Monday to Friday
Application question(s):
* What are your salary expectations for this position?
* What is your current notice period?
* Please provide your full home address.
* Are you looking for Full time or Part Time positions?
* What working hours would this be?
* Do you require any hybrid working structure? If yes, please detail.
* How long would the commute take you to this office?
* Do you have any planned holidays in the next 12 months, or other commitments we should be aware of?
* What is your interview availability for this application?
* Which computer programmes / software are you familiar with?
Work Location: Hybrid remote in Brierley Hill
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