Legal Complaints Handler

An exciting opportunity has arisen for an ambitious Complaints Handler with experience within the legal profession. Working alongside the head of Risk & Compliance, supporting a firm with over 700 employees based in offices throughout the UK to manage client complaints. The aim is to bring all complaints to a satisfactory conclusion in a timely manner.  This role needs someone with a calm, professional and thorough approach along with excellent communication skills. Not only that - but this firm also offers a competitive salary, benefits package, career opportunities and excellent working conditions (hybrid after a settling in period).

• Responding to all client complaints received by the firm.
• Using in-depth knowledge and understanding of complaints, providing assistance across the firm in relation to complaints and provide guidance to fee earners.
• Acting as firm’s primary point of contact with the Legal Ombudsman.
• Researching regarding legal and regulatory changes affecting the handling of complaints.
• Maintaining complaints handling procedures and register of complaints.
• Analysing data on an ongoing basis, producing quarterly reports.
• Providing regular and timely feedback to fee earners on any issues identified during the investigation of a complaint.
• Delivering training on complaints prevention and handling, and responds to questions regarding both simple and complex complaint queries.
• Advising the marketing team on how to deal with complaints or negative feedback received via social media channels.

• Experience of complaints handling, preferably in legal services.
• Knowledge and experience of the relevant SRA regulations and Legal Ombudsman rules.
• Analytical and problem-solving skills (able to get the heart of a matter).
• Effective communication skills (verbal and written) i.e., clear, firm, and diplomatic.
• Ability to explain complex matters succinctly and with clarity.
• Proven ability to meet competing deadlines whilst meeting quality criteria.
• Experience of working collaboratively. Able to influence and constructively challenge internal stakeholders at all levels of seniority.
• Strong commercial aptitude with a modern, pro-active approach.
• Proven initiative and independent thought.

The appointed person will enjoy a competitive package (salary and benefits), exceptional working conditions and the opportunity to really make a difference.