Complaint, Compliance and Date Protection Officer

Complaints, Compliance & Data Protection Officer
Location:Manchester
Salary: Up to £55,000, dependent on experience
Hours: Full-Time

The Job Role 

• Managing client complaints from initial acknowledgement through to Final Response.
• Reviewing files, correspondence, attendance notes and call recordings as part of investigations.
• Drafting clear and appropriate complaint responses.
• Dealing with correspondence from the Legal Ombudsman and assisting with regulatory enquiries.
• Managing Subject Access Requests from receipt through to disclosure.
• Reviewing files and identifying relevant personal data for SARs.
• Applying appropriate redactions and considering third-party data, privilege and applicable exemptions.
• Assisting with UK GDPR and Data Protection Act 2018 matters, including data breaches and confidentiality issues.
• Identifying potential professional negligence issues and matters requiring escalation.
• Maintaining complaints, compliance, risk and data protection registers.
• Undertaking file audits and call monitoring to assess quality and compliance.
• Identifying recurring issues and supporting improvements, training and corrective action.
• Assisting with wider SRA compliance, policies and procedures.
• Supporting the firm's COLP/COFA and management team where required.

About You

Housing Disrepair experience is essential. We would consider candidates who have gained this experience through fee earning, supervision, complaints, compliance or quality assurance.

You will ideally have:

• Previous experience within a solicitors' practice.
• Experience investigating and responding to client complaints.
• Practical experience dealing with SARs.
• Good working knowledge of UK GDPR and the Data Protection Act 2018.
• Understanding of SRA regulatory requirements and the Legal Ombudsman process.
• Strong written communication and analytical skills.
• Excellent attention to detail and organisation.
• Confidence reviewing detailed electronic files and case histories.
• The ability to deal objectively with sensitive or complex issues.
• Personal Injury experience would be advantageous but is not essential.

You do not need to be a qualified solicitor for this position. Experienced Housing Disrepair fee earners, supervisors and compliance professionals with the relevant knowledge and experience will be considered.

The Opportunity
This is an opportunity to take ownership of an important role within an established legal practice, working closely with senior management and helping shape the firm's approach to complaints, compliance, client care, data protection and risk management.

For more information or a confidential discussion, contact Ryan at Puro Associates on 01904 571760.