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Complaints Handling Officer

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Manchester, United Kingdom AJ Fox Compliance Full time

A top 100 law firm is hiring a Complaints Handling Officer to join their team in Manchester. In this role, you will be supporting the COLP and COFA to promote a healthy culture of ethical conduct and compliance throughout the firm.

In this role, you will deal with complaints the firm receives, as well as assist with policies, training, and client care in the firm.

Key responsibilities will include:

- Responding to complaints from the Legal Ombudsman
- Updating the firm’s internal complaints register and preparing reports
- Reviewing client care and complaints policies and procedures
- Monitoring client feedback and proposing improvements
- Advising fee earners and staff on complaints issues
- Working with the Data Protection Officer to manage data protection-related complaints
- Delivering training on client care and complaints handling
- Monitoring regulatory changes
- Managing general compliance queries