Complaints Resolution Specialist

2 weeks ago


Manchester, United Kingdom DWF Full time
About the Role

We are seeking a skilled Complaints Resolution Specialist to join our team at DWF, a leading global provider of integrated legal and business services.

As a key member of our Risk and Excellence team, you will oversee the complaints function, ensuring all complaints (SRA regulated and non-regulated) are investigated and resolved efficiently. Your role involves liaising across the Group, supporting Practice Area Complaints Leads, maintaining accurate records, and focusing on trend analysis to reduce business risk.

Key Responsibilities
  • Manage the Group complaints process, ensuring compliance with regulatory expectations and best practices.
  • Advise Practice Area Complaints Partners on client and non-client complaints
  • Ensure consistent complaints handling across international offices, aligning with firm policies and local regulations.
  • Maintain and update records of Legal Ombudsman queries.
  • Analyse complaint data to identify root causes and broader risk issues for business improvement.
  • Collaborate with the Professional Risks team to assess the impact of complaint trends on insurer notifications.
  • Prepare internal MI reports for stakeholders, including the Risk Committee and Executive Board.
  • Handle internal queries related to complaints policies and processes.
  • Lead the implementation of the complaints module in the Risk App.
  • Collaborate with the Risk and Excellence team to improve policies, procedures, data, and reporting.
  • Identify and highlight opportunities to reduce risk within the business.
About You
  • You have experience in complaints handling, preferably in a regulated or professional services environment.
  • You possess strong problem-solving skills with the ability to analyse evidence objectively.
  • You are able to handle confidential information in line with data security protocols.
  • You have the capability to build productive relationships with internal and external parties at all levels.
  • You demonstrate exceptional organisational skills, with the ability to multitask and prioritise effectively
  • You have high attention to detail and accuracy in all areas of work
  • You are enthusiastic for continuous skill and knowledge development
  • You are adaptable to change and openness to new ideas and processes
  • You are self-motivated with the ability to work independently and manage conflicting priorities
What We Offer

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. As a company, we believe in fostering a culture that places our colleagues at the centre of all that we do. Our compensation package includes an annual salary of £60,000 - £80,000 depending on experience, plus benefits such as flexible working hours, comprehensive training programmes, and access to a range of employee discounts and perks.



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