Quality Officer

Admiral Law - Quality Officer

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 a variety of other teams in looking after our clients and complying with their regulatory obligations.

The successful candidate will be an experienced and dynamic individual who will join the team as a Quality Officer.  The role of the team is to undertake formal complaints handling, the investigation of breach of duty notifications and advising on ethical queries including potential conflicts of interest, all whilst considering the best interest of our clients.  The role also involves providing feedback and identifying areas for improvement following investigations. Quality Officers also have opportunities to buddy different case handling teams and the Client Care team

This role is a vital one for Admiral Law, and Admiral Law’s clients, to ensure that we can provide excellent service, that we learn from any errors we make and that all of our staff are assisted in being the best they can be through constructive feedback and support. 

Duties

• To log, investigate and respond to complaints which includes discussing complaints with clients over the telephone and drafting formal complaint response letters
• To identify any training needs to be addressed
• To give constructive feedback
• To correspond with the Legal Ombudsman
• To investigate breach of duty notifications and draft appropriate action plans
• To draft Professional Indemnity Insurance (“PII”) notifications forms for breach of duty matters which meet our reporting criteria, and liaise with the PII/their solicitors until the conclusion of the matter. 
• To review ethical queries including potential conflicts of interest and provide advice
• To answer compliance related queries from all staff members, including specific queries relating to the Codes of Conduct
• To deliver Quality induction training for new starters, and new Quality sessions to the business as required.

Competencies

• Knowledge and experience of personal injury case handling
• A sound working knowledge of the SRA’s Codes of Conduct
• A keen eye for detail
• Excellent analytical skills and the ability to draft a concise action plan
• The ability to be discrete and tactful
• The ability to communicate well with staff at all levels in the business
• Dispute resolution skills
• Good computer skills.  Excel competence and prior use of a case management system would be an advantage.
• The ability to make objective and fair decisions

Experience

The role will be ideally suited to individuals who have at least 2 years’ experience of dealing with personal injury cases who are looking for a new challenge and are confident dealing with client interaction.  Experience of liability disputes and litigation would be an advantage, as would a working knowledge of OIC claims.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.

If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email bridie.nagle@admiralgroup.co.uk or contact us on   07796062930. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.