Quality Officer - #1695859

We have an exciting opportunity to join Admiral Law’s Quality & Governance Department as a Quality Officer!

As a member of the Quality team, you will be passionate about client care and supporting a variety of other teams in looking after our clients and complying with their regulatory obligations.

The role of the team is to undertake formal complaints handling, the investigation of breach of duty notifications and advising on ethical queries including potential conflicts of interest, all whilst considering the best interest of our clients.  The role also involves providing feedback and identifying areas for improvement following investigations. Quality Officers also have opportunities to buddy different case handling teams and the Client Care team

This role is vital for Admiral Law, and Admiral Law’s clients, to ensure that we can provide excellent service, that we learn from any errors we make and that all of our employees are assisted in being the best they can be through constructive feedback and support. 

Key Responsibilities 

• To log, investigate and respond to complaints which includes discussing complaints with clients over the telephone and drafting formal complaint response letters


• To identify any training needs to be addressed


• To give constructive feedback


• To correspond with the Legal Ombudsman


• To investigate breach of duty notifications and draft appropriate action plans


• To draft Professional Indemnity Insurance (“PII”) notifications forms for breach of duty matters which meet our reporting criteria, and liaise with the PII/their solicitors until the conclusion of the matter. 


• To review ethical queries including potential conflicts of interest and provide advice


• To answer compliance related queries from all staff members, including specific queries relating to the Codes of Conduct


• To deliver Quality induction training for new starters, and new Quality sessions to the business as required.

Skills and Requirements

• Knowledge and experience of personal injury case handling


• A sound working knowledge of the SRA’s Codes of Conduct


• Excellent analytical skills and the ability to draft a concise action plan


• Dispute resolution skills


• Good computer skills - excel competence and prior use of a case management system would be an advantage


• Experience of liability disputes and litigation would be an advantage, as would a working knowledge of OIC claims

Admiral, Where You Can Be You

At Admiral you’re accepted, supported and empowered to be you. Because you’re brilliant.

We’re proud of our people-centric culture which has led us to being recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re committed to ensuring that at Admiral, progression is not slowed or haltered by barriers related to protected characteristics.

Benefits, and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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