Quality & Compliance Analyst

Lightfoots Solicitors has been at the heart of the community in Thame for 170 years. With five offices across Oxfordshire and Buckinghamshire, Lightfoots is proud of its unrivalled reputation of excellence for all our services. We are expanding our Litigation team to support the acquisition of a major new contract. This is an exceptional opportunity to join a thriving team and play a key role in delivering excellence as we take on an innovative new challenge. The Quality and Compliance Analyst is a new role to maintain and execute the Quality Assurance and Compliance Monitoring plan. You will be the lead on ensuring all client service levels are met and provide expert guidance and training across the team. Key Responsibilities Confirming that the required operational policies and processes are in place and the latest versions are made available to all members of staff to ensure all client Service Level Agreements (SLAs) are met. Implementing quality assurance processes and procedures focused on good customer outcomes and client SLAs, as approved by Senior Management, to ensure the expected service levels are maintained. Conducting regular compliance assessments including compiling and reviewing Management Information to ensure that protocols and procedures are being adhered to and identify areas of risk/non-compliance. Conducting regular compliance audits, including regular call monitoring and customer correspondence reviews, to evaluate compliance with established standards and SLAs and identify areas for improvement. Monitoring and reporting of compliance issues/trends and breaches with suggestions for remediation. Conducting training, providing feedback and other remedial actions where required. Investigating customer complaints and assisting in their resolution including the drafting of Final Response Letters. Participating in the development of new initiatives, ensuring compliance with any changes to the processes from time to time. Any other compliance and Quality Assurance work assigned by the management from time to time. What We’re Looking For Prior experience of working in Compliance/Quality Assurance/Audit roles within the FCA/SRA regulated environment. Knowledge of FCA’s regulatory framework, especially Consumer Duty and mortgage regulation, and UK GDPR. Prior experience in Customer Services or Arrears Management, with a preference for candidates with experience in mortgage administration/servicing. Awareness of the legal and regulatory environment in relation to mortgage lending and administration. Excellent attention to detail, strong organization/prioritization skills and communication skills are also mandatory, as well as high levels of integrity. Proficiency in Microsoft Word, Excel and PowerPoint. Why Work For Lightfoots Solicitors? Our staff are our greatest asset and we work hard to provide a culture where you can thrive and enjoy a fantastic career. Our core values are Integrity, Diversity, Excellence, Agility, and Teamwork. Everything we do links to these values within our services and work environment for our staff. We provide a range of benefits to support you in and outside of the workplace. Firstly, you will enjoy enhanced annual leave in addition to bank holidays, an enhanced pension scheme (after a qualifying period), alongside a competitive salary. For your health BUPA Private Medical Insurance (after a qualifying period), Healthcare cash plan for your everyday healthcare expenses for you and your dependents, access to a 24/7 GP service, Employee Assistance Programme, company sick pay, free flu vaccinations, and more. For your career We offer significant learning and development opportunities alongside a structured appraisal process, sponsored training for qualifications, networking opportunities, and access to hundreds of webinars and training activities. For your wellbeing Discounted gym memberships, fruit in all offices, paid volunteer days, Wellbeing and awareness events across the year. Your wellbeing and mental health is our highest priority at Lightfoots, which is why we have 9 qualified Mental Health First Aiders across the firm to provide confidential support. For you and your family We provide an option to use your own sickness entitlement if a dependent is unwell and needs your care. We also provide enhanced Maternity, Adoption, and Paternity leave alongside many more family-friendly policies plus generous discounts on legal services. For your belonging We have an active Social committee, Charity Committee, Wellbeing Committee, and an ESG committee. We actively encourage new joiners to take an active part in a committee if it is an area of interest. We have firm-organized events throughout the year including quarterly socials, breakfast briefings, book club, and lots more. If you think this role is perfect for you (or nearly perfect, we would still like to hear from you) please get in touch or if you would simply like to find out more you can contact our recruitment team at recruitment@lightfoots.co.uk. As a Disability Confident employer, we promote diversity and provide equal opportunities for all individuals. We prioritize inclusivity and ensure we have a supportive and accessible workplace for those with disabilities. If you require any adjustments to be able to attend an interview please do let us know. Recruitment decisions are made on fair and objective criteria. Job Types: Full-time, Permanent Benefits: Company events Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Health & wellbeing programme Paid volunteer time Private medical insurance Referral programme Sick pay Schedule: Monday to Friday Ability to commute/relocate: Thame (Oxfordshire): reliably commute or plan to relocate before starting work (required) Work Location: In person

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