Job description


Client Onboarding Quality Assurance and Training Coach (4438)

The successful candidate will be required to attend an office assessment centre for interview and mandatory 4-week training programme in the local office 5 days per week (Manchester, Sheffield or Birmingham). This is to ensure you have the best possible induction and the appropriate training to support you to deliver an exceptional service to your stakeholders.   Upon completion of the training, the working pattern will then become hybrid with 3 anchor days per week in the office and 2 days from home, this is a great way to maintain meaningful connections with colleagues, get the support you need from your team and also the flexibility that enables you to have a good work life balance .We have 3 intake dates available and will be discussed with you if you are successfully shortlisted.

We’re a national law firm with a local reach. Our philosophy is ‘Expert Hand, Human Touch’ – something you’ll find in the way we work with our clients and how we support our teams. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.

We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We’re always looking to support our colleagues in working in a way that best works for them. Please speak to one of our Talent Acquisition Team to find out more information about our flexible working arrangements.

Your Role and What You'll Be Doing

First impressions count and our team has a key role in setting the high standard of onboarding service that our clients expect of Irwin Mitchell.  The Client Onboarding Teams provide a centralised client and matter onboarding service to fee earners who are engaging clients.

As a Client Onboarding Coach you will play a pivotal role in ensuring team members complete client due diligence and conflicts checks in line with all legal and regulatory requirements and internal policy and procedures.

Reporting to the Training and Competency Manager, you will complete quality assurance checks, provide technical training, and competency accreditation to members of the Client Onboarding teams.

Key Responsibilities:

Accreditation and Quality Framework

  • Develop, maintain and implement a client due diligence and conflicts Competency Accreditation Scheme and quality assurance framework that ensures members of the Client Onboarding Department are signed off as competent and technically skilled to meet legal, regulatory and internal policy requirements when conducting client due diligence and conflict checks.

Quality Assurance

  • Undertake quality assurance of client due diligence and/or conflicts checks in line with the quality assurance framework and internal policies and procedures. Providing prompt feedback to Officers and Advisers on outcomes, and where required, working in collaboration with team leaders to agree documented technical corrective actions, monitoring the completion of the same.
  • Preparing for and conducting quality assurance meetings with Team Leaders and the Head of Client Onboarding, creating detailed written reports at individual, team and departmental level summarising the outcomes, findings, and recommendations.
  • Raising and reviewing corrective actions against both process failure / regulatory failure and liaising with case handlers and supervisors to close any actions escalating where appropriate.

Continuous Improvement

  • Recommending improvements to internal operational process and control structures as required, supporting the Client Onboarding Department in implementing process / control improvements as required.
  • Providing feedback to relevant stakeholders on areas for improvements in technical knowledge and/or process improvements and educating colleagues.

Technical Training and Coaching

  • Conduct regular coaching sessions with members of the Client Onboarding teams to build their technical and functional skills sets identified in the Competency Accreditation Scheme and/or as a result of Quality Assurance recommendations relating to technical competency.
  • Evaluate and assess technical skills in the teams, conducting regular technical training needs and gap analysis, ensuring that any quality checking issues identified are incorporated into the gap analysis and followed through with any team wide technical training.
  • Design and deliver all new and ongoing training associated with client due diligence and conflict checking in line with regulatory, legislative, and technical changes relating to client due diligence and conflicts.
  • Support the integration of new members of the Client Onboarding Teams by designing and implementing the right technical conflicts and client due diligence training plans for their needs.
  • Detailed understanding of Irwin Mitchell’s Client Due Diligence and Conflict policies, controls, and procedures, and ensure consistent application through technical training across the teams.
  • Cascade technical knowledge and feedback, contribute to bulletins, lessons learnt and knowledge feedback loops to support continuous improvement and best practice.
About You


  • In depth technical knowledge, skills, and experience of practically applying the legal and regulatory requirements relating to client due diligence and/or conflicts in a law firm, for both domestic and international individual and business clients.
  • Good written/oral communication skills required at all levels across the business with the ability to deliver clear and concise technical advice.
  • Demonstrate experience of working autonomously under pressure and be able to make decisions within their sphere of responsibility.
  • Experience of coaching, mentoring and preparing and delivering training, both one to one and for large groups.
  • Detailed knowledge and practical application in a law firm of SRA Standards and Rules relating to Conflicts and Financial Crime prevention rules and regulation.
  • Passion for quality and regulatory compliance including continuous improvement.


  • Training qualifications or experience using different learning methodologies, but ‘Train the Trainer’ training will be provided where required.
  • Knowledge of client due diligence software such as Smart Search, World Check, or other software providers.
  • Knowledge of 3e.
  • Knowledge of regulatory requirements for other professional industries such as FCA or of international law firm regulations.
Our Benefits - What We Can Offer You
  • Flexible working options - Make work fit around your life, not the other way around.
  • 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too
  • Generous and flexible pension schemes.
  • Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
  • Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported to work in a way that best suits you.  This includes our Flexible by Choice programme which gives our colleagues more choice over how they wish to work subject to role and client requirements.

We have recently been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2023! 

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.  

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono. 

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

Depending on the role you apply for we may carry out checks that will establish your eligibility to work in the UK, and criminal record check and financial checks ­with a credit reference agency will also be undertaken.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.

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One St Peter's Square, Manchester, Greater Manchester, United Kingdom, M2 3AF

We're proud of our values, and we're looking for people who share them

  • Sub-Department:
    Client On-boarding & Client Care
  • Sub-Division:
  • Company:
    IM LLP
  • Working Hours:
    Full Time
  • Vacancy Type:
  • :
    Birmingham, Manchester, Sheffield
  • Salary:
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