Complaints Officer
3 months ago
If you love growth, flexibility, and the chance to work in an innovative, progressive environment, then read on.
**Who ‘is’ Stowe Family Law?**
We’re the country's largest specialist family law firm with over 100 lawyers across 73 offices.
In the last few years, we’ve grown our business by over 150%, so now is a great time to join us. We’ve already laid the groundwork to build something really special, but to build the UK’s leading family law practice, we need to build the best support teams; that’s where you come in.
**Ideally, you will be**:
- Someone from a complaints or risk background within a professional environment
- Someone who has a background in managing client complaints within SRA, ICO and FCA guidelines
- Someone with current knowledge of the legal sector or an ability to acquire this quickly
**As a Complaints Officer, you will be responsible for**:
- Logging client complaints immediately upon receipt and issuing an acknowledgement to the client
- Ensuring you work to resolve complaints at the earliest opportunity
- Providing summaries of where complaints have been resolved
- Completing thorough and impartial investigations into client complaints
- Liaising with the COLP and Head of Risk & Compliance regarding any legal, risk and quality matters
- Analysing the root causes of complaints and presenting data to operational teams to reduce complaints and mitigate risk
- Challenging existing processes and procedures in order to continually improve our offering
- Supporting with the preparation of reports for senior management and training to the wider business
- Devising and reviewing policies as and when required
- Conducting file audits and reporting on findings and gap analysis to the COLP and Head of Risk & Compliance
- Supporting the COLP and Head of Risk & Compliance with broader quality and risk related matters
- Advising on issues relating to money laundering, data breaches and Subject Access Requests
**What's our approach to work?**
You’ll have flexibility to work from home and any of our offices which suit your location. You design how your week looks
**Requirements**:
**As a Complaints Officer, you will need the following skills/experience**
- Awareness of SRA, ICO and FCA regulation
- Knowledge of legal services and regulatory principles
- Demonstrate both excellent written and verbal communication skills
- Have resilience and skills dealing with people who may be emotional and distressed
- Have strong analytical skills for conducting investigations
- Be able to meet deadlines and provide quality results
**Benefits**
- Salary - £35k
- Hours - Flexible if required but ideally full time or close to
- Company Bonus
- A wellbeing culture including Mental Wellbeing days, and access to counselling sessions
- Volunteering leave
- Diversity public holidays
- 26 days holiday
- Enhanced adoption, maternity and paternity pay
- Paid leave for fertility treatment
- Emergency dependants leave
- Bereavement leave
- Medicash health insurance - 24/7 GP’s, dental, counselling, gym discounts
- Training grants
- Life Assurance
- Contributory pension
- Flexible working
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