Client Services Risk Manager
Location: Leicester
Salary: COMPETITIVE
Working within our Regulatory framework, the Client Services Risk Manager will work directly with the Head of Regulatory Oversight to investigate, recommend, and respond to complaint trends, ensuring the highest possible standards of service are provided to customers.
This role will lead and unify Simplify’s CLC Law Firms that consist of Premier Property Lawyers, DC Law, JS Law, and Advantage Property Lawyers' approach to complaint handling. You will ensure that as the Client Services Risk Manager we are meeting, if not exceeding, our optimum compliance and regulatory requirements by following the policies, procedures, and system requirements to fulfill our regulatory obligations to our regulator under the CLC Code of Conduct.
WHAT WILL YOU BE DOING AS CLIENT SERVICES RISK MANAGER?
You will be responsible for ensuring that quality standards are being met and you will help identify and deliver any training and development needs within your team. As a strong team player, you will positively contribute to new ideas and deliver the vision of a single operating model for all complaint-related activities.
You will be required to support the Head of Regulatory Oversight and prepare reports on the performance of your team.
This full-time permanent role would suit an individual with strong attention to detail, an understanding of customer service delivery standards, complaints handling, and resolution.
THE JOB
A role that is key to the regulatory structure of the business, you will be responsible for playing an important part in the organisational structure of the business, supporting the Head Of Regulatory Oversight. Duties and responsibilities will include:
1. Report to the Head of Regulatory Oversight
2. Manage the Client Services Risk Analyst and Client Services Risk Specialist roles
3. Assist with investigating queries from the team to provide the requisite outcome
4. Prepare reports summarising complaint data for management review
5. Make process improvements and ways to mitigate avoidable complaints
6. Co-ordinate with other departments to ascertain or obtain information to streamline the current complaints process
7. Limit the risk exposure to the business through proactive ownership and management of the various reports within the team
8. Use existing MI/data to analyse performance, trends, and opportunities for improvement. Where necessary, identify additional sources of data required to support complaint risk activities
9. Undertake regular quality and compliance audits and report on findings
10. Undertake Professional Indemnity Insurance work from time to time – Reporting notifications, liaising with insurers and third parties, maintaining a record of all notifications and potential claims, preparing reports pertaining to these details
REQUIREMENTS FOR THE ROLE OF CLIENT SERVICES RISK MANAGER
1. Knowledge of Conveyancing from initial instruction to Post Completion formalities.
2. An understanding of the CLC Code of Conduct
3. Experience in complaint/Customer Service activity
4. Experience of working in a team environment
5. Experience of dealing with customers
6. Excellent communication skills (verbal and written)
7. Strong interpersonal skills
8. Excellent organisational skills
9. Excellent IT / MS office skills (Word/Excel)
10. Excellent analytical skills.
11. Excellent letter writing skills.
12. Excellent problem-solving and research skills
13. Highly organised - able to work under pressure and to strict deadlines/timescales
14. Self-motivated, enthusiastic, and committed
15. A strong team player
16. Demonstrates excellent accuracy and attention to detail.
17. Proficient mathematical skills
BENEFITS
Competitive Salary, Hybrid/home Working, 25 Days Holiday (Plus 8 Days Public Holiday), Pension, Option To Buy Or Sell Holiday, Life Assurance, Employee Assistance Programme, Enhanced Maternity, Paternity & Adoption Pay, Free Conveyancing Legals & Retail Discounts Plus Many More!
OUR PEOPLE
Simplify believes diversity brings benefits for our clients, our business, and our people. This is why we are committed to being an inclusive employer and encourage applications from all suitable applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief, and sexual orientation.
Simplify is the UK’s leading conveyancing and property services business, comprising nine businesses which include some of the largest conveyancing law firms in the UK.
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