P As strong Head of Quality & Risk /strong, you will play a pivotal role in ensuring the highest standards of legal service delivery within our firm. Leading the Quality Assurance function, you will proactively identify areas for improvement and implement strategic initiatives, policies, and frameworks that enhance legal service quality. /p p You will oversee the Claims & Complaints department, utilizing 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, minimizing claims and complaints while enhancing client satisfaction. /p p 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 firms reputation but also strengthen its financial resilience by reducing legal risks and compensation payouts. /p h3 Key Responsibilities /h3 ul li strong Strategic Leadership: /strong Develop and implement a robust strong Quality Framework /strong to enhance service excellence. /li li strong Claims & Complaints Management: /strong Lead the Claims Analyst, acting as an escalation point for serious cases and risk assessments. /li li strong Risk & Compliance Oversight: /strong Ensure the firm's strong Controls, Policies, and Procedures /strong are comprehensive, up-to-date, and effectively followed. /li li strong Process & Performance Enhancement: /strong Collaborate with legal teams to embed best practices, ensuring compliance with SRA and AML requirements. /li li strong Training & Development: /strong Deliver targeted training sessions to upskill teams, fostering a proactive approach to risk mitigation. /li li strong Governance & Regulatory Roles: /strong Assume key responsibilities, including strong DPO, MLRO /strong, and potentially strong COLP /strong in the future. /li li strong Stakeholder Communication: /strong Keep leadership and teams informed about trends, risks, and areas for continuous improvement. /li /ul h3 What We're Looking For /h3 ul li strong Experienced Legal Professional: /strong 10+ years in strong Residential Legal Services /strong (Conveyancing / Remortgaging). /li li strong Qualified Solicitor (England & Wales): /strong Regulated by the strong SRA /strong. /li li strong Proven Leader: /strong Experience in developing and implementing strong Quality Frameworks /strong. /li li strong Deep Compliance Knowledge: /strong Strong understanding of strong ID & AML controls /strong, legal risk management, and regulatory requirements. /li li strong Collaborative & Strategic Thinker: /strong Ability to influence at a senior level and work across teams to drive change. /li li strong Hybrid Working Flexibility: /strong Must be able to attend the strong Maidenhead office at least once per week /strong. /li li strong Culture Fit: /strong Aligned with our core values: em Act as 1-Team, Give Great Service, Be Curious, Have Pride & Lead with Accountability. /em /li /ul h3 Why Join Us? /h3 p strong Gordons Property Lawyers /strong has been a trusted name in remortgaging for over 20 years. As a family-owned firm with a team of strong 100+ professionals /strong, we are known for our people-first approach and commitment to high-quality service. /p p This role is perfect for an experienced legal professional looking to step into a strong strategic leadership /strong position, using their expertise to shape the future of legal service quality in a firm that values innovation and continuous improvement. /p p We offer a strong supportive and flexible working environment /strong, with options for strong part-time and hybrid working /strong, ensuring you can balance leadership responsibilities with a rewarding work-life integration. /p p strong Ready to Make an Impact? /strong /p p If youre passionate about strong raising the bar in legal service quality /strong and want to contribute to a firm that values expertise and leadership, we'd love to hear from you. Apply today to join us in shaping the future of legal excellence at strong Gordons Property Lawyers /strong. /p h3 Seniority level /h3 p Executive /p h3 Employment type /h3 p Full-time /p h3 Industries /h3 p Legal Services /p
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