As Head of Quality & Risk, 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.
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.
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.
Key Responsibilities
* Strategic Leadership: Develop and implement a robust Quality Framework to enhance service excellence.
* Claims & Complaints Management: Lead 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.
* Process & Performance Enhancement: Collaborate with legal teams to embed best practices, ensuring compliance with SRA and AML requirements.
* Training & Development: Deliver targeted training sessions to upskill teams, fostering a proactive approach to risk mitigation.
* Governance & Regulatory Roles: Assume key responsibilities, including DPO, MLRO, and potentially COLP in the future.
* Stakeholder Communication: Keep leadership and teams informed about trends, risks, and areas for continuous improvement.
What We’re Looking For
* 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.
* Collaborative & Strategic Thinker: Ability to influence at a senior level and work across teams to drive change.
* Hybrid Working Flexibility: Must be able to attend the Maidenhead office at least once per week.
* Culture Fit: Aligned with our core values: Act as 1-Team, Give Great Service, Be Curious, Have Pride & Lead with Accountability.
Why Join Us?
Gordons Property Lawyers has been a trusted name in remortgaging for over 20 years. As a family-owned firm with a team of 100+ professionals, we are known for our people-first approach and commitment to high-quality service.
This role is perfect for an experienced legal professional looking to step into a strategic leadership position, using their expertise to shape the future of legal service quality in a firm that values innovation and continuous improvement.
We offer a supportive and flexible working environment, with options for part-time and hybrid working, ensuring you can balance leadership responsibilities with a rewarding work-life integration.
Ready to Make an Impact?
If youre passionate about raising the bar in legal service quality 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 Gordons Property Lawyers.
Seniority level
Executive
Employment type
Full-time
Industries
Legal Services
J-18808-Ljbffr