Quality Officer

Admiral Group Plc; Cardiff; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits in a forward-thinking company as a Quality Officer in the Quality & Governance Department. This role is pivotal in ensuring client care and regulatory compliance, involving the investigation of complaints and ethical issues. You will support various teams, provide valuable feedback, and foster employee development through effective training. Join a people-centric culture that values diversity and promotes work-life balance, with generous holiday benefits and a commitment to employee well-being. If you are passionate about quality assurance and client advocacy, this role is perfect for you.

Benefits

33 days of holiday

Ability to buy or sell annual leave

Support for work-life balance

Qualifications

• Experience in personal injury case handling is essential.
• Knowledge of the SRA’s Codes of Conduct is highly valued.

Responsibilities

• Log, investigate, and respond to complaints from clients.
• Identify training needs and provide constructive feedback.
• Investigate breach of duty notifications and develop action plans.

Skills

Experience in personal injury case handling

Knowledge of the SRA’s Codes of Conduct

Strong analytical skills

Dispute resolution skills

Proficiency in computer skills, especially Excel

Experience with case management systems

Experience with liability disputes

Experience with litigation or OIC claims

Job description

We have an exciting opportunity to join Admiral Law’s Quality & Governance Department as a Quality Officer!

As a member of the Quality team, you will be passionate about client care and supporting various teams in managing client relationships and regulatory compliance.

The team handles formal complaints, investigates breaches of duty, and advises on ethical issues including conflicts of interest, always prioritizing the best interests of clients. The role involves providing feedback, identifying improvement areas after investigations, and supporting case handling teams and the Client Care team.

This role is essential for ensuring excellent service, learning from errors, and fostering employee development through constructive feedback and support.

Key Responsibilities

1. Log, investigate, and respond to complaints, including discussing with clients and drafting response letters.
2. Identify training needs.
3. Provide constructive feedback.
4. Correspond with the Legal Ombudsman.
5. Investigate breach of duty notifications and develop action plans.
6. Draft PII notification forms for breach of duty cases and liaise with insurers until resolution.
7. Review ethical queries and conflicts of interest, providing advice.
8. Respond to compliance queries related to the Codes of Conduct.
9. Deliver induction and ongoing quality training for staff.

Skills and Requirements

1. Experience in personal injury case handling.
2. Knowledge of the SRA’s Codes of Conduct.
3. Strong analytical skills and ability to draft action plans.
4. Dispute resolution skills.
5. Proficiency in computer skills, especially Excel; experience with case management systems is a plus.
6. Experience with liability disputes, litigation, or OIC claims is advantageous.

Admiral, Where You Can Be You

At Admiral, you’re accepted, supported, and empowered to be yourself because you’re brilliant. We pride ourselves on a people-centric culture recognized as a Great Place to Work for Women, Wellbeing, and overall for over 25 years. We are committed to removing barriers related to protected characteristics to promote progression.

Benefits and Work-Life Balance

We value diversity and prioritize our people and customers. Our benefits support a healthy work-life balance, contributing to our recognition as one of the Sunday Times Best Big Companies to work for in the UK.

All employees receive 33 days of holiday (including bank holidays), increasing with service up to 38 days. You can buy or sell up to five days of annual leave. Additional benefits are available here.

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