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Executive Services
Edinburgh/ Glasgow
Permanent, Full Time
Summary of the role:
Leads the firm’s day-to-day handling of the most prevalent professional practice risk issues, namely complaints handling, conflicts of interest, and engagement and terms of business issues.
The role will act as a trusted advisor and main point of contact (internally and externally) on complaints and carry out all related administration and other support of the Client Relations Partner in this regard.
The role will design and deliver training, lead the Lessons Learned process (required by Law Society rules), and deliver reports to Partners, Directors and Boards as required.
Main tasks:
• Lead complaints handling, acting as trusted advisor and main point of contact internally and externally, corresponding with insurers, complainers, partners, and the Client Relations Partner. Lead the Lessons Learned process, designing and delivering training and feedback to contribute to reduction in complaints as far as possible. Responsible for identifying and reacting to trend analysis and continuous improvement on complaints handling.
• Advisor on terms of business and letter of engagement styles and issues, including advising on exceptional or unusual internal or external terms.
• Acts as main escalation point for conflicts of interest issues, advises on best way forward, and delivers relevant training as required.
• Assists the COLP with SRA related tasks and workstreams.
• Assists the Enterprise Risk Manager from time to time in completing Enterprise-related workstreams such as ISO, mandates, and data protection related activities.
Qualifications / experience:
The post requires an experienced solicitor with previous experience of dealing with complaints and conflicts, and other matters of professional practice in the legal sector.
The post holder must have the knowledge and aptitude to work autonomously in role.
Essential Experience and Qualifications
• Solicitor qualified in Scots law. Dual regulation desirable but not essential.
• Evidence of competence in regulatory risk and its operation within a legal or similar setting.
• An understanding of the wider role of risk and compliance within a legal setting.
• Aptitude for management and autonomous working.
• Deadline-oriented with a proven ability to multitask in a fast-paced environment while communicating confidently with people across the firm and clients.
