To strengthen compliance and client care, an experienced Risk & Best Practice Manager was needed to oversee complaints handling and wider regulatory support. The role combined day-to-day complaints management with broader risk, compliance and best practice responsibilities across the firm.
Core responsibilities
The position focused on managing the end-to-end complaints process, including liaison with the Legal Ombudsman and SRA. It also included supporting professional indemnity claims, delivering training, monitoring regulatory changes, and contributing to risk investigations and projects. The role further required collaboration with senior lawyers, external counsel and insurers to mitigate risk and support the firm’s reputation.
Skills and experience required
The business was seeking an experienced compliance professional or qualified lawyer with strong knowledge of SRA rules, regulatory obligations and complaints handling. Excellent client management, analytical ability and resilience in managing competing priorities were key.
Value to the business
This appointment ensured compliance processes were robust, client service standards were maintained and the firm’s risk function continued to evolve with regulatory demands. It reflects the type of legal and compliance support roles we regularly manage in Woking, Guildford, Worthing and across Surrey and Sussex.
