Immediate Start Case Handler

1 week ago

Belfast, United Kingdom Pathway Careers Ltd Full time

Complaints Case Officer, Belfast, 12-month fixed term (maternity cover)

A leading professional regulatory body is seeking a highly organised and analytical Complaints Case Officer to join their Professional Conduct team on a 12-month maternity cover contract.
This is a unique opportunity for someone with strong investigation experience—ideally gained within legal practice, regulation, complaints handling or a similar environment—to take on a varied and meaningful role supporting the effective management and resolution of service-related complaints.

The successful candidate will work closely with senior members of the Professional Conduct team, handling public and solicitor enquiries, assessing complaints for investigation, preparing documentation for committee review and ensuring cases progress in line with legislative and organisational requirements.

This role is ideal for a candidate with a strong legal background, exceptional communication skills and the ability to manage complex, sensitive casework with professionalism and sound judgement.

Complaint Handling & Investigation
Conduct initial assessments of complaints and determine suitability for investigation.
Investigate and respond to complaints in line with relevant legislation and organisational procedures.
Manage a varied caseload, ensuring deadlines and regulatory timescales are met.
Case Management & Administration
Accurately register and maintain complaint records on the internal CRM/case management system.
Produce analytical, evidence-based reports and statistical updates on complaints activity.
Assist in the preparation of ad hoc reports, data requests and performance updates.
Provide administrative support to the Complaints Committee from initial acknowledgment through to final determination.

Handle enquiries from members of the public, solicitors and third parties via telephone and written correspondence.
Participate in team meetings, casework discussions and project groups.
Assist with training delivery where required and undertake relevant external training.
Support colleagues and contribute to broader organisational goals.

High level of IT literacy, including Microsoft Office (Word, Excel, PowerPoint).
Flexible, proactive and able to respond to changing workloads.
Experience in a regulatory environment.
A recognised qualification in investigations or complaints handling.
Knowledge of NI legal frameworks relevant to professional regulation.

Contract: 12-month fixed term, with potential for permanency
~ Location: Belfast, with some flexibility for home working
~ Private medical insurance
~25 days’ annual leave plus statutory holidays
~10% employer pension contribution
~ Death in Service benefit (4× salary)
~ Salary sacrifice schemes (Tech Scheme, Cycle to Work)
~ Access to affinity and discount schemes
~ For more details contact Orla Milligan at Pathway Legal in confidence on or email your cv to

You can request to have your data removed at any time

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