Client Relations & Compliance Assistant

Austin Fraser; Cardiff; On-site; GBP 24,000 - 32,000; Full time

Job summary

Join a forward-thinking law firm as a Client Relations & Compliance Assistant, where you'll be the first point of contact for client concerns and play a vital role in maintaining compliance standards. This is an exciting opportunity to contribute to a supportive working culture while enhancing your skills in client care and compliance. You'll engage with clients empathetically, manage complaints professionally, and assist with important compliance processes. If you're passionate about making a difference in a respected legal team, this role is perfect for you!

Benefits

Competitive Salary

Minimum 23 Days Holiday + Bank Holidays

Discounted Gym Membership

Refer-a-Friend Bonus Scheme

Qualifications

• Experience in customer service or client relations, ideally in a phone-based setting.
• Basic understanding of compliance areas such as GDPR and AML is desirable.

Responsibilities

• Act as the first point of contact for client complaints and concerns.
• Assist with compliance processes including GDPR and AML reviews.
• Record and report complaints and compliance-related matters.

Skills

Customer Service

Complaints Handling

Communication Skills

Empathy

Attention to Detail

Education

Experience in Legal Environment

Understanding of GDPR and AML

Job description

Client Relations & Compliance Assistant | Cardiff | Legal 500 Law Firm
TSR Legal, a specialist legal recruitment consultancy, is proud to be partnering with a well-established Legal 500 firm in Cardiff to recruit a proactive and empathetic Client Relations & Compliance Assistant.
This is a unique opportunity to join a forward-thinking law firm where you'll play a key role in maintaining strong client relationships while supporting key compliance functions across the business. Ideal for someone with a background in customer service, complaints resolution, or compliance support, this role offers the chance to make a real impact.
The Role
Acting as a first point of contact for client dissatisfaction, you'll help maintain the firm's high service standards by handling concerns with professionalism and care. Alongside this, you'll contribute to the firm's compliance framework by assisting with GDPR, AML, and Subject Access Request processes.
Key Responsibilities

1. Complaints Management

• Act as the initial contact for clients raising concerns or complaints.
• Engage with clients in a professional, empathetic manner, aiming for informal, prompt resolutions.
• Communicate clearly about complaint processes and escalate when necessary.
• Track and analyse complaint trends, supporting continuous improvement across teams.
• Work collaboratively with internal stakeholders to address recurring issues.

Compliance & Risk Support

• Assist with Subject Access Requests (SARs), collating and reviewing relevant documentation.
• Support initial reviews of GDPR and AML breaches, working closely with the Risk & Compliance Manager.
• Maintain accurate compliance records and update internal platforms with relevant documentation and policies.
• Contribute to the upkeep of internal registers and reporting logs.

General Administration & Reporting

• Record and report complaints and compliance-related matters to senior management.
• Ensure documentation of all communication and resolutions.
• Support ad-hoc compliance-related administration as required.

What We're Looking For

• Previous experience in customer service, client relations, or complaints handling - ideally in a phone-based setting.
• Basic understanding of compliance areas such as GDPR, AML, or SARs is desirable (training provided).
• Experience within a residential conveyancing or legal environment is an advantage but not essential.
• Strong administrative skills with an eye for detail and a proactive mindset.
• Excellent communication skills and the ability to remain calm and empathetic under pressure.

What's on Offer
This Legal 500 firm is proud to offer a positive and supportive working culture, along with a generous benefits package that includes:

• Competitive salary
• Minimum 23 days holiday + bank holidays
• Discounted gym membership
• Refer-a-friend bonus scheme

Interested?
If you're passionate about client care and compliance and want to be part of a respected and growing legal team, we'd love to hear from you.
Please get in touch with Rachel Phillips at TSR Legal to go into further detail and a confidential discussion.