Client Care & Compliance Specialist

Howells Legal Limited; Cardiff; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Annual leave

Leave purchase scheme

Gym discounts

Growth & Development

Milestone recognition

Events

Refer a friend scheme

Job summary

Howells Legal Limited is seeking a Customer Care Executive to support client care, complaints handling and compliance from its Cardiff office. You will be a key contact for clients and colleagues, handling matters professionally, discreetly and within regulatory requirements.

The role involves investigating concerns, logging records, drafting responses and ensuring timely progression of complaints. Remote working may be considered where appropriate.

Qualifications

• Experience in complaints handling or client care, preferably in a legal environment.
• Understanding of professional standards, confidentiality and client care.

Responsibilities

• Accurately logging, recording and maintaining records of complaints and client concerns.
• Reviewing incoming complaints and determining the appropriate course of action including escalation where necessary.
• Sending initial acknowledgements and correspondence to complainants.
• Investigating complaints thoroughly and objectively across files and records.
• Liaising with fee earners, supervisors and other colleagues to establish facts.
• Communicating with complainants by phone and in writing in a professional, empathetic manner.
• Identifying key issues and ensuring they are addressed in the investigation.
• Preparing draft/ final responses to complaints for review, ensuring accuracy and regulatory compliance.
• Monitoring complaint deadlines and ensuring timely responses.
• Escalating complaints and potential risks to supervisors or Directors as appropriate.
• Identifying recurring themes and risks from complaints and raising them with managers.

Skills

Complaints handling

Client care

Customer service

Active listening

Investigative skills

Analytical skills

Attention to detail

Communication skills

IT skills

Tools

Case management systems

Microsoft Office

Job description

Howells Legal Limited is seeking a Customer Care Executive to support client care, complaints handling and compliance from its Cardiff office. You will be a key contact for clients and colleagues, handling matters professionally, discreetly and within regulatory requirements.

The role involves investigating concerns, logging records, drafting responses and ensuring timely progression of complaints. Remote working may be considered where appropriate.