Client Relations & Compliance Assistant

Howells Legal Limited; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Client Relations & Compliance Assistant to enhance client satisfaction and manage complaints effectively. This pivotal role involves addressing client concerns, ensuring compliance with regulations such as GDPR and AML, and maintaining accurate documentation. The successful candidate will engage with clients empathetically, track complaints for trends, and support compliance efforts. With a focus on client experience and regulatory adherence, this position offers a chance to contribute significantly to the organization while enjoying a supportive work environment that values personal growth and development.

Benefits

Mindestens 23 Tage Urlaub

Urlaubsankaufschema

Rabatte auf Fitnessstudio-Mitgliedschaften

Karrierewachstum und Entwicklung

Meilensteinanerkennung

Teilnahme an Veranstaltungen

Freunde-werben-Programm

Qualifications

• Erfahrung im Kundenservice oder Beschwerdemanagement, besonders in telefonbasierten Umgebungen.
• Grundkenntnisse in Compliance-Bereichen wie GDPR und AML sind von Vorteil.

Responsibilities

• Erster Ansprechpartner für Kundenbeschwerden und deren informelle Lösung.
• Verwaltung von Subject Access Requests (SARs) und Unterstützung bei GDPR- und AML-Verstößen.

Skills

Kundenservice

Beschwerdemanagement

Einfühlungsvermögen

Kommunikationsfähigkeiten

Grundkenntnisse in GDPR

Grundkenntnisse in AML

Education

Erfahrung im Kundenservice oder in der Kundenbetreuung

Erfahrung in einer administrativen Rolle

Tools

Compliance-Dokumentation

Beschwerdeverfolgungssystem

Job description

We’re looking for a Client Relations & Compliance Assistant, responsible for addressing client dissatisfaction and managing complaints through informal resolution, ensuring a positive client experience. This role is critical in maintaining strong client relationships, providing an accessible platform for clients to voice their concerns, and managing these concerns in a timely and effective manner. The role will also support compliance efforts in areas such as GDPR, Subject Access Requests (SARs), and Anti-Money Laundering (AML), ensuring all relevant documentation and records are accurately maintained.

What you’ll be responsible for:

COMPLAINTS MANAGEMENT

1. Serve as the first point of contact for clients raising concerns or dissatisfaction.
2. Engage with clients in a friendly, professional, and empathetic manner to resolve complaints informally and quickly.
3. Listen to client complaints, acknowledge their concerns, and take proactive steps to resolve issues.
4. Provide clear communication regarding the next steps if informal resolution is not possible and signpost clients to formal complaints channels or escalate where necessary.
5. Track complaints, identifying trends or common themes within the organisation, and carry out thematic analysis of complaints against departments or teams.
6. Work closely with internal teams to address recurring issues or systemic challenges identified through client feedback.

COMPLIANCE & RISK

1. Manage Subject Access Requests (SARs) by collating the required documentation and reviewing the information with support from the Risk & Compliance Manager.
2. Support the initial investigation and handling of complex GDPR and AML breaches, ensuring compliance with relevant regulations and procedures.
3. Assist with maintaining the Howells Hub by updating compliance forms, documentation, and policies.
4. Maintain compliance-related spreadsheets, including but not limited to Breaches Registers, to ensure that records are accurately tracked and up to date.

GENERAL ADMINISTRATION & REPORTING

1. Record and report client complaints and compliance issues to senior management, offering recommendations for improvements where applicable.
2. Ensure that all communication, actions, and resolutions related to complaints and compliance matters are well documented.
3. Assist with ad-hoc compliance-related tasks as required.

What we’re looking for:

1. Experience in customer service, client relations, or complaints handling, particularly within a phone-based environment.
2. Experience working within a residential conveyancing environment is desirable but not essential.
3. A basic understanding of compliance areas such as GDPR, AML, and handling Subject Access Requests (SARs) is desirable but not essential (training will be provided).
4. Previous experience in an administrative or support role, particularly in compliance or client-facing positions, is beneficial.

What you’ll receive:

1. Annual Leave:Enjoy a minimum of 23 days each holiday year, plus bank holidays and extra time off to unwind, including an additional personal day, a day off for your birthday, and a discretionary paid day during the Christmas break.
2. Annual Leave Purchase Scheme:Option to buy up to 3 extra days of leave annually to support your work-life balance.
3. Gym Discounts:Access discounted memberships to help you stay active and healthy.
4. Growth & Development:We’re invested in your career with opportunities for learning and advancement.
5. Milestone Recognition:Celebrate your dedication with recognition and awards for key milestones.
6. Events:Take part in various networking, corporate, and charity events throughout the year.
7. Refer a Friend Scheme:Get rewarded for referring talented friends and connections to join the team.

Successful candidates will be subject to a basic or enhanced DBS disclosure dependent on the role. Permanent employment is conditional on having a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process.

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