Legal Complaints Handler

2 weeks ago

Manchester, United Kingdom GIA Consultancy Limited Full time
Position title
Legal Complaints Handler
Description
An exciting opportunity has arisen for an ambitious Complaints Handler with experience within the legal profession.
Working alongside the head of Risk & Compliance, supporting a firm with over 700 employees based in offices throughout the UK to manage client complaints. The aim is to bring all complaints to a satisfactory conclusion in a timely manner. This role needs someone with a calm, professional and thorough approach along with excellent communication skills.
Not only that - but this firm also offers a competitive salary, benefits package, career opportunities and excellent working conditions (hybrid after a settling in period).
Responsibilities
* 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.
Qualifications
* 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.
Job Benefits
The appointed person will enjoy a competitive package (salary and benefits), exceptional working conditions and the opportunity to really make a difference.
What next?
Applications are currently being reviewed so click that Apply button now

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