Job Title:

Complaints Handler

Location:

Manchester City Centre

Salary:

Very competitive

Hours:

Between the hours of 08:00am and 17:00pm (Monday to Friday)

Are you a candidate currently looking at your next steps on the job market? Do you have knowledge of SRA and Legal Ombudsman rules? The Recruitment Co. are currently recruiting for one our key clients in Manchester and this could be the perfect opportunity for you.

Job Responsibilities:

• Responding to all client complaints received by our client
• 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 complaint
• 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

The Person:

• 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 Recruitment Co. is an equal opportunities employer and we’re committed to diversity and inclusion in the workplace.