What are your areas of risk and compliance specialism?
I specialise in helping law firms to complete file audits/reviews, complaint handling, ISO9001, General Compliance and Lexcel assessments.
What’s your background?
I studied law at university, then completed the LPC. I worked in conveyancing, in particular bulk transactional work, then in the firm’s compliance team, specialising in complaint handling and general compliance associated within a legal practice. To grow these skills, I moved to the Legal Ombudsman, where I was a ‘Legal Investigator’. I then moved to work with Legal Eye, as a Compliance Manager.
- Law Degree & LPC.
- BSI – ‘Lead Auditor Course’ for ISO9001:2015.
How would you describe your approach to working with clients?
I tend to make sure that the client is always involved, by explaining and guiding them through changes and processes. Also, making sure that I am patient and structured in my approach when attending to clients.
What’s the most rewarding thing about your work?
- Completing an ISO9001:2015 internal audit – being commended by an external auditor on the quality of the internal audit report.
- Completing complex and detailed reviews of complaints and providing recommendations to improve service and thus reducing a firm’s compensation pay-outs.
- Supporting a firm, working to the international Lexcel standard, to successfully complete reaccreditation with no non-conformances.
If you hadn’t become a risk and compliance expert what would you have done instead?
A Pharmacist or an Optician.