COMPLAINTS HANDLER

Job Description

Salary: Competitive

Our client is seeking a Complaints Handler to join the Risk & Compliance department, based in their Manchester office. The successful candidate will manage client complaints, bringing them to a conclusion with a satisfactory resolution in a timely manner. Candidates must have the following experience and knowledge to be considered for this role: * Experience of complaints handling, preferably in legal services. * Knowledge and experience of the relevant SRA regulations and Legal Ombudsman rules. * Effective communication skills. * Ability to explain complex matters. * Ability to meet competing deadlines whilst meeting quality criteria. * Proven initiative and independent thought. The successful candidate will also be responsible for the following: * 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. The ideal candidate will have experience of dealing with client complaints within legal services and will have a professional, calm, and thorough approach. This is a fantastic opportunity for someone who has a passion for customer service and would like to progress with their career further. The role offers Hybrid working (1 day a week remote). If you are interested to find out more then please get in touch

Job Summary

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