Client Care & Compliance Specialist (Remote Eligible)

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

Benefits offered by this job

Competitive Salary

Annual Leave 23+ days

Leave Purchase Scheme

Gym Discounts

Growth & Development

Milestone Recognition

Events

Refer a Friend Scheme

Job summary

Howells Solicitors is seeking a Customer Care Executive to support client care, complaints handling and compliance from our Cardiff office. You will act as a key contact for clients and colleagues, ensuring matters are handled professionally, sensitively and in line with procedures and regulatory requirements.

The role requires discretion, attention to detail and the ability to investigate concerns, communicate effectively, and progress complaints within required timescales.

Qualifications

• Experience in complaints handling and client care.
• Understanding of professional standards and confidentiality.
• Excellent written and verbal communication with empathy.

Responsibilities

• Log, record and maintain complaints data per firm procedures.
• Review complaints and determine action with escalation as needed.
• Draft initial acknowledgements and correspondence to complainants.
• Investigate thoroughly using case files and records.
• Maintain confidentiality and handle sensitive information.
• Monitor deadlines and progress responses within timescales.
• Escalate complaints and potential risk areas to supervisors as needed.

Skills

Complaints handling

Client care

Communication skills

Active listening

Investigation

IT skills

Tools

MS Office

Case management systems

Job description

Howells Solicitors is seeking a Customer Care Executive to support client care, complaints handling and compliance from our Cardiff office. You will act as a key contact for clients and colleagues, ensuring matters are handled professionally, sensitively and in line with procedures and regulatory requirements.

The role requires discretion, attention to detail and the ability to investigate concerns, communicate effectively, and progress complaints within required timescales.