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Customer Outcome Officer

Job Introduction

We are recruiting for a Customer Outcome Officer to join our Customer Outcome team in Bristol. The Customer Outcome Team are responsible for challenging and auditing the internal operations, using robust criteria to assess the quality of work with an appropriate focus on customer outcomes. 

This is a hybrid opportunity with opportunity to work from both our head office in Bristol and home. 

In return we will invest in you. We want you to be successful. You will receive a bespoke, on-going training programme to ensure you develop your commercial and technical skills to allow you to deliver the varied workload to a high standard. As a member of our Support team you will be a vital part of our continued success. There isn't an "us and them" mentality and you will be recognised for your hard work and support.

Role Responsibility

As a Customer Outcome Officer your day to day remit includes;

  • To complete a number of audits of the work carried out by the operational team to assess quality, compliance of regulations/policy documents, and customer outcomes.
  • Complete all allocated audits within service level agreements.
  • Provide feedback and suggested actions into the operational team
  • Identify trends and proactively take steps to address these, with agreement from the Customer Outcome Manager.
  • Complete root cause analysis of errors and identify/complete actions to address this.
  • Provide support to the Customer Outcome Manager by reviewing and updating audit templates/criteria and completing other tasks/projects as they arise.
  • Creating and distributing a quarterly Customer Outcome Team Blog.
  • Participate in Quality audit calibrations.
  • Ensure work issues or problems are reported immediately to team managers.
  • Liaising with colleagues and clients and ensure they are kept fully up-to-date
  • Escalating issues outside of authority or competence to appropriate person

The Ideal Candidate

Our employees are talented people, distinguished by technical excellence, with a willingness to embrace team working and a passion for client service. You will be able to demonstrate a similar supportive, flexible and driven ethos and will have accumulated the following experience and skills:

  • To complete all allocated tasks within the required timeframe and to the required level of accuracy
  • To demonstrate satisfactory levels of literacy and numeracy
  • Effective record keeping
  • To have basic knowledge of and be able to use common functions of relevant computer applications with appropriate training
  • Demonstrate high levels of accuracy
  • Excellent attention to detail
  • Demonstrate a conscientious, 'can-do' attitude
  • Be client focussed
  • Supportive of team members


TLT is committed to creating a diverse working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and as a Disability Confident Employer, we are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on HR-Recruitment@TLTsolicitors.com 

Package Description

We value our employees highly and we want you to feel valued. You will receive a competitive basic salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.

About the Firm

We’re an ambitious UK law firm built around the needs of our high profile clients. With over 1000 employees and 100 partners across our six UK offices, we’ve grown considerably in the last three years – and so have our revenues. Open-minded? Definitively. Forward-focused? Absolutely. An energetic firm with an entrepreneurial, collaborative culture, we’re always looking to recruit highly talented individuals with the drive to succeed. So if you’re dynamic, determined and looking for a firm where you can develop your skills, join us and we’ll give you everything you need to thrive.




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