Complaints Manager

1 day ago


Manchester, United Kingdom DWF Full time

About DWF

DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty, and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients, and communities, and we foster a culture that places our colleagues at the centre of all that we do.

The Role

We are seeking a highly skilled Complaints Manager to oversee the complaints function, ensuring all complaints (SRA regulated and non-regulated) are investigated and resolved efficiently. The successful candidate will liaise across the Group, support Practice Area Complaints Leads, maintain accurate records, and focus 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

We are looking for a highly skilled and experienced individual with a strong background in complaints handling, preferably in a regulated or professional services environment. The ideal candidate will have strong problem-solving skills, the ability to handle confidential information, and excellent organisational skills.

What We Offer

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. We are an equal opportunities employer that celebrates diversity and is committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed.


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