I am seeking an experience Head of Quality & Risk for one of the UK's leading legal services providers in the residential property sector. An ideal opportunity for someone who is looking to take a step back, doesn't want to manage caseloads anymore and looking for something more part-time. Would also suit someone on a full time basis with the relevant experience.
Leading the Quality Assurance function, you will proactively identify areas for improvement and implement strategic initiatives, policies, and frameworks that enhance legal service quality.
You will oversee the Claims & Complaints department, utilising insights from external feedback and internal performance data to drive continuous improvement. Through training, process refinement, and risk mitigation strategies, you will shape a culture of excellence, minimising claims and complaints while enhancing client satisfaction.
As a senior leader, you will work closely with the Managing Director and contribute to the Executive Team, influencing key strategic decisions that shape the firm’s future. Your impact will not only enhance the firm's reputation but also strengthen its financial resilience by reducing legal risks and compensation payouts.
Key Responsibilities:
* Strategic Leadership: Develop and implement a robust Quality Framework to enhance service delivery.
* Claims & Complaints Management: Oversee the Claims Analyst, acting as an escalation point for serious cases and risk assessments.
* Risk & Compliance Oversight: Ensure the firm's controls, policies, and procedures are comprehensive, up-to-date, and effectively followed.
* Training & Development: Deliver targeted training sessions to upskill teams, fostering a proactive approach to risk mitigation.
* Governance & Regulatory Roles: Assume key responsibilities, including Data Protection Officer (DPO), Money Laundering Reporting Officer (MLRO), and potentially Compliance Officer for Legal Practice (COLP) in the future.
Location - Maidenhead (Hybrid - at least one day a week in the office)
Salary - £55K
Requirements -
* Experienced Legal Professional: 10+ years in Residential Legal Services (Conveyancing/Remortgaging).
* Qualified Solicitor (England & Wales): Regulated by the SRA.
* Proven Leader: Experience in developing and implementing Quality Frameworks.
* Deep Compliance Knowledge: Strong understanding of ID & AML controls, legal risk management, and regulatory requirements.
If you are passionate about driving quality and risk management within a dynamic legal environment get in touch with sarah@cpi-selection.co.uk