Complaints Assistant

2 weeks ago

Portsmouth, United Kingdom Quality Solicitors Full time

**STARTING SALARY: £22,000 per annum.**

**The primary function of the role; to provide direct support to the COLP in respect of client quality issues including responses to complaints.**
**A driving licence and access to a car is essential.**:
**Key Responsibilities to take priority**:
To prepare correspondence and documents in response to complaints received by the firm.
To investigate and review complaints received by the firm
To suggest a strategy, for COLP approval, to resolve complaints including, where appropriate, the appropriate remedy to conclude the matter.
Recording and diarising complaints on Case Management and Riliance systems as appropriate.
To administer records and filing relating to complaints matters including updating the complaints log on Riliance.
To liaise with outside complaints handlers as directed by the COLP
To prepare mail and enclosures for despatch.
To arrange for all necessary copying to be done
To make appointments, arrange meetings and to maintain an up-to-date diary for the COLP, or their deputy, in relation to complaint matters.
To provide support to the practitioners and management as required.
To attend clients both in person and on the telephone and to provide such support in a professional and friendly manner in keeping with the firm’s standards for client care.
To undertake any specific training when required to do so and overall to have a responsibility towards self-development.
Other duties commensurate with the post as designated from time to time by the Directors.
To secure the confidentiality and security of the firm’s client documentation and information
To travel between offices to undertake reviews of complaints files and to discuss complaints with the fee earners and manage the fee earners provision of information to ensure a speedy response to complaints.

Other Responsibilities

To provide a courteous and professional front line service to both members of the public and to colleagues, answering and resolving requests and queries appropriately.
To distribute incoming calls to the most appropriate department, ensuring messages are passed on in a clear, concise and timely manner, based on the interpretation of customer information and set procedures.
Organisation of Deeds and Wills retained in the strong room and accurate recording of the same on the Firm’s CMS.
Scan and allocate incoming mail.
To assist the Practice Manager with other clerical and administrative duties as may be required within the offices.

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