Complaints & Compliance Executive - Leading Regional Legal 500 firm

Complaints and Compliance Executive Opportunity

I'm looking for a Complaints and Compliance Executive to join a growing compliance function of a leading West Midlands law firm. This full-time, permanent position offers a rewarding opportunity to manage and resolve client concerns while helping to improve organizational processes.

About the Firm

Our client is a progressive, employee-owned law firm recognized for its exceptional client service and commitment to fostering a positive workplace culture. With a strong focus on community impact and professional excellence, the firm offers a supportive and inclusive environment for career growth. This role is based at their Brierley Hill office, offering a competitive benefits package and the chance to make a meaningful contribution to the firm's success.

The Role

As the Complaints and Compliance Executive, you will act as the firm’s designated complaints handler, managing client concerns with professionalism and serving as the primary liaison between the firm, the Solicitors Regulation Authority (SRA), and the Legal Ombudsman. Your role will involve resolving complaints efficiently while identifying trends to support continuous improvement.

Key Responsibilities:

1. Handle all stages of the complaints process, including recording, acknowledging, investigating, and preparing responses.
2. Act as the main point of contact for clients raising concerns, providing clear, empathetic communication across various channels.
3. Resolve ongoing client matters promptly and escalate as necessary to prevent formal complaints.
4. Liaise with internal stakeholders to deliver timely updates and solutions.
5. Analyze complaints data, identify trends, and provide actionable insights to internal teams to improve service delivery.

What You Need:

1. At least 2 years’ experience managing complaints in a legal or professional services environment.
2. Knowledge of the Legal Ombudsman’s complaints handling process or similar regulatory frameworks.
3. Exceptional interpersonal and communication skills, with the ability to navigate challenging client interactions professionally.
4. Strong attention to detail and the ability to problem-solve proactively and independently.
5. Experience analyzing data to identify trends and presenting findings to stakeholders.

Why Join?

This is an exciting opportunity to contribute to the success of a firm that prioritizes both its clients and its people. The firm offers:

1. Competitive salaries with annual reviews.
2. Generous leave benefits, including 25 days holiday, a birthday off, and long-service awards.
3. Access to a tax-free profit-sharing scheme as part of its employee-ownership model.
4. Comprehensive wellness, healthcare, and financial support benefits, including life insurance and a health cash plan.
5. Career development opportunities with financial and mentoring support for professional qualifications.
6. A robust social and charitable engagement program, including support for major community initiatives.

If you are an experienced complaints handler eager to take on a pivotal role in a supportive, client-focused organization, I'm excited to chat with you about new roles.

Apply below or reach out for a confidential conversation.