Complaints Manager

2 weeks ago

Manchester Area, United Kingdom GradBay Full time

The Company


Our client is a dynamic and rapidly growing legal practice located in the heart of Manchester. Their firm is dedicated to providing exceptional legal services across a range of practice areas, including commercial law, family law, employment law, and personal injury claims. They pride ourselves on our commitment to client satisfaction and our ability to deliver successful outcomes for our clients.


Position Overview: They are currently seeking a skilled and dedicated Complaints Handler to join our team. The successful candidate will be responsible for managing and resolving complaints from clients in a timely and efficient manner. This role requires excellent communication skills, a strong attention to detail, and the ability to effectively navigate complex legal issues.


Key Responsibilities:


  • Act as the primary point of contact for clients who have concerns or complaints.
  • Conduct thorough investigations into client complaints, gathering relevant information and evidence.
  • Liaise with internal teams, including solicitors and support staff, to address client concerns and resolve issues.
  • Provide clear and concise responses to client complaints, ensuring that all communication is professional and empathetic.
  • Keep accurate records of all complaints and their resolutions, adhering to data protection regulations.
  • Identify opportunities for process improvements to prevent future complaints and enhance the client experience.


Requirements:

  • Previous experience in a similar role within a legal environment is highly desirable.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and prioritize tasks effectively.
  • Proficiency in Microsoft Office applications and case management systems.
  • A commitment to providing exceptional client service and upholding the highest ethical standards.


Benefits:

  • Competitive salary based on experience.
  • Opportunities for career development and progression within a growing firm.
  • Supportive and collaborative work environment.
  • Access to training and professional development programs.
  • Pension scheme and other employee benefits.

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