Our client, atop 100 law firm based in the centre of Cardiff, is currently looking to recruit a Quality Manager to join their Quality & Risk Department reporting directly to the Head of Compliance and Quality.
Assist with the day to day operation of the quality and risk department, including dayto day management of the assistant quality manager and internal audit team.
Assist managers and staff alike with quality and risk issues
Manage the firm's annual external quality audit and contribute to any other external audits and reviews as required
Our client has an exciting opportunity for an experienced Complaints Team Leader to join them and directly influence the customer experience and drive continuous improvement. As a result, you will have a powerful position from which you will recommend changes to promote a reduction in complaints and ensure customers are treated fairly. This role is responsible for ensuring all complaints are recorded, managed to resolution, analysed and acted on to improve the customer experience, the fairness of the resolution and operational efficiency. You will have a responsibility to empower and coach all customer facing staff to handle customer dissatisfaction directly, therefore reducing the need for a formal escalation