Legal Executive (Complaints, Compliance & Business Operations)
Reporting To: Senior Business Executive
Department: Compliance, Legal & Business Operations
Role Overview
As Saxtons continues to grow, we are expanding our Compliance, Legal & Business Operations team to support the increasing needs of the business. This new Legal Executive role has been created to strengthen our ability to deliver exceptional customer outcomes, manage legal and regulatory matters effectively, and provide wider operational support across the business.
The Legal Executive plays a key role in protecting and enhancing Saxtons' reputation for outstanding customer service while ensuring the business operates in accordance with all relevant legal and regulatory requirements.
This is a varied role combining escalated customer resolution management with legal, regulatory and compliance responsibilities. The successful candidate will act as a central point of contact for complex customer matters, including disputes, regulatory complaints and small claims cases, whilst also supporting wider business operations.
Working closely with the Legal Case Handler, Legal Support, Senior Business Executive and colleagues across all departments, the Legal Executive will contribute to managing legal risk, maintaining regulatory compliance and resolving issues before they escalate. Success in this role relies on strong collaboration, with the ability to build effective working relationships across the business to ensure the best outcomes for both customers and the company.
The role also provides operational support to the Senior Business Executive, assisting across compliance, contracts, complaints management, legal administration and wider business operations. The successful candidate will be commercially aware, solutions-focused and highly organised, with the confidence to manage complex situations professionally whilst working as part of a supportive and collaborative team.
Key responsibilities
- Manage cases from initial escalation through to final resolution, ensuring fair, professional and timely outcomes
- Investigate disputes by reviewing documentation, gathering evidence and liaising with customers and internal departments
- Ensure complaints are recorded, acknowledged and managed in line with company procedures and regulatory expectations
- Support and guide internal teams on best practice when handling sensitive or high-level customer cases
Legal & Regulatory Support
- Provide legal and compliance support on matters relating to vehicle sales, consumer rights, finance agreements and regulatory obligations
- Assist with small claims cases, preparing documentation, evidence packs and correspondence
- Prepare and issue formal correspondence including complaint responses, legal notices and regulatory responses
- Maintain organised and confidential records of legal documentation, investigations and complaint files
- Work closely with the Legal Case Handler and Legal Support to ensure complex matters are managed effectively, risks are mitigated and appropriate resolutions are achieved
- Support the business in maintaining compliance with FCA regulations, consumer protection legislation and internal governance procedures
- Liaise with external stakeholders where appropriate, including finance providers, legal representatives and regulatory bodies
Executive & Operational Support
- Provide administrative and operational support to the Senior Business Executive across a range of business functions
- Support business improvement projects relating to compliance, legal processes and wider operational development
- Contribute to the continuous development of internal procedures as the business continues to grow
Reporting & Administration
- Maintain accurate legal, complaint and compliance records
- Track case progress and ensure documentation is complete, accurate and securely maintained
- Produce reports identifying complaint trends, recurring issues and operational risks
- Support continuous improvement initiatives within legal, compliance and case management processes
Person Specification
- Previous experience within the motor trade or automotive sector (desirable)
- Experience handling customer complaints, disputes or complex case management
- Experience working within a legal, compliance, regulatory or paralegal environment
- Familiarity with small claims processes or dispute resolution (desirable).
- Knowledge of FCA regulations and compliance requirements (desirable)
- Awareness of regulatory obligations relating to vehicle sales and motor finance
- Strong investigation, analytical and problem-solving abilities
- Excellent written and verbal communication skills
- Highly organised with exceptional attention to detail
- Ability to manage multiple priorities and complex cases simultaneously
- Professional, calm and confident approach when dealing with sensitive or challenging situations
- Strong administrative and documentation skills
- Proficient in Microsoft Office
- Excellent interpersonal skills with the ability to work collaboratively across departments and contribute positively as part of a growing team
- A proactive, adaptable approach with a willingness to support colleagues and contribute to the continued success and growth of the business
Pay: From £32,000.00 per year
Ability to commute/relocate:
- Chelmsford CM1: reliably commute or plan to relocate before starting work (required)
Experience:
- Legal case management: 1 year (preferred)
Work Location: In person
