Complaints Handler

Manchester – Salary negotiable based on experience

Complaints Handler
Manchester
Top100 Law firm

Elevate your career in client relations within the legal sector by joining a forward-thinking firm that values your expertise in managing and resolving client complaints. This pivotal role places you at the heart of the business, directly reporting to the Head of Risk & Compliance, where your contributions will be instrumental in maintaining the firm's reputation for exemplary client support.

As a seasoned professional in complaints handling, particularly within legal services, your ability to navigate complex issues with a professional, calm, and thorough approach will be highly valued. Your passion for customer service and exceptional communication skills will be the cornerstone of your success, as you work collaboratively with key stakeholders to ensure clients feel heard, supported, and valued.

The role offers the flexibility of hybrid working, with the convenience of working remotely one day a week, allowing you to balance professional commitments with personal well-being.

Your expertise in SRA regulations and Legal Ombudsman rules will be put to good use as you respond to client complaints, guide fee earners, and act as the firm's primary liaison with the Legal Ombudsman. Your analytical prowess and problem-solving capabilities will enable you to delve into the core of each matter, providing clear, firm, and diplomatic resolutions.

Your ability to articulate complex matters succinctly, meet tight deadlines without compromising on quality, and work effectively with colleagues at all levels will be key. A strong commercial mindset and the capacity for independent thought and initiative are essential.

In this role, you will maintain and enhance complaints handling procedures, keep a meticulous register of complaints, and analyse data to produce insightful quarterly reports. Your feedback will be crucial in helping fee earners improve their practices, and your expertise will be called upon to deliver training on complaints prevention and handling. Additionally, you will advise the marketing team on managing feedback received through social media channels.

Join a firm that not only values your skills but also offers a supportive environment where your contributions to client satisfaction and compliance are recognised and rewarded.
If you have the relevant experience, please send your CV to georgia@douglas-scott.co.uk