About the Role
We're looking for a highly organised and detail-oriented Compliance Administrator to join our team. This is an exciting opportunity to play a key role in supporting the firm's compliance, risk, and client care functions.
The Compliance Administrator will be responsible for managing and supporting processes relating to complaints, risks, breaches, GDPR/DPA requests, and client feedback. Working closely with the Head of Legal Practice (HOLP), you will help ensure the firm meets its regulatory obligations while maintaining high standards of client service.
This role is ideal for someone with experience in complaints handling, quality assurance, client services, or compliance who enjoys investigating issues, identifying trends, and driving continuous improvement.
Key Responsibilities
- Maintain complaints, risk, breach, and GDPR/DPA registers, ensuring records are accurate and up to date.
- Triage incoming complaints and allocate investigations to the appropriate manager based on severity and risk.
- Monitor complaint handling to ensure compliance with service level agreements, regulatory requirements, and internal policies.
- Support the investigation and resolution of complaints, ensuring outcomes are fair, consistent, and timely.
- Work closely with the Head of Legal Practice to ensure compliance with professional and regulatory standards.
- Conduct root cause analysis to identify trends, risks, and opportunities for improvement.
- Produce management information (MI) reports and compliance data for senior management.
- Monitor client interactions and calls to assess quality standards and identify development opportunities.
- Provide constructive feedback and coaching to support service improvement.
- Liaise with the Legal Ombudsman where required.
- Support continuous improvement initiatives across client care, compliance, and operational processes.
- Assist with risk management activities and the identification of emerging compliance issues.
About You
You'll have excellent organisational skills, a strong eye for detail, and the confidence to work with stakeholders across the business.
Essential
- Experience in complaints handling, client services, customer experience, compliance, or a similar role.
- Strong written and verbal communication skills.
- Experience producing reports, analysing data, and identifying trends.
- Ability to conduct investigations and root cause analysis.
- Excellent organisational skills and the ability to manage competing priorities.
- Strong problem-solving and decision-making capabilities.
- Proficiency in Microsoft Office applications, including Excel.
Desirable
- Experience working within a legal, regulated, or professional services environment.
- Knowledge of Legal Ombudsman processes and complaints handling requirements.
- Experience of quality assurance, call monitoring, and coaching.
- Experience working with trade unions and their members.
- Customer service, quality assurance, or training qualifications.
What You'll Bring
- A proactive and solutions-focused approach.
- Strong analytical and investigative skills.
- The ability to build effective working relationships with stakeholders at all levels.
- A commitment to delivering outstanding client service and maintaining regulatory compliance.
- A passion for continuous improvement and quality standards.
Benefits
We recognise the importance of supporting our employees both professionally and personally. In return for your skills and experience, we offer a comprehensive benefits package, including:
- Enhanced annual leave entitlement that increases with length of service
- Enhanced maternity pay
- Company sick pay scheme
- Employee Assistance Programme (EAP)
- Anytime GP access
- Costco membership card
- Ongoing learning and development opportunities
Why Join Us?
This is an opportunity to join a team that is committed to delivering excellent client service while maintaining the highest professional and regulatory standards. You'll play a key role in shaping service quality, supporting compliance, and driving continuous improvement across the business.
Apply today by submitting your CV.
Pay: From £24,479.00 per year
Benefits:
- Additional leave
- Casual dress
- Company pension
- Enhanced maternity leave
- Free parking
- On-site parking
- Sick pay
Work Location: In person
