Claims & Complaints Manager

2 days ago

Southampton, Southampton, United Kingdom UNCOVER Full time

A prominent national law firm is looking for an experienced Claims & Complaints Manager to join their Team. The position can be based in Southampton, Exeter or Bristol, offering the opportunity to work closely with senior leaders across the business.

In this role, you will take day-to-day ownership of the firm's professional indemnity claims, potential notifications and service-related complaints. You will act as a key contact for internal teams, insurers and external bodies, ensuring all matters are managed proactively, transparently and in line with regulatory standards.

Main Responsibilities for the Claims & Complaints Manager role:

  • Take responsibility for managing professional negligence claims and potential circumstances, liaising with insurers, brokers and relevant internal stakeholders.
  • Lead investigations, gather and assess evidence, and prepare clear recommendations for senior decision-makers.
  • Contribute to the PI insurance renewal process by supplying accurate data, trend analysis and informed insight.
  • Oversee the end-to-end handling of client service complaints, ensuring timely, well-reasoned and properly documented responses.
  • Assist with conduct-related concerns and any matters that may require SRA notification.
  • Act as the firm's point of contact for escalated complaints referred to the Legal Ombudsman.
  • Provide guidance on regulatory obligations, complaints procedures and SRA Codes of Conduct.
  • Deliver training and internal updates on complaints management, claims trends and risk awareness.
  • Maintain up-to-date management information and produce regular reports for senior leadership and the Risk Committee.
  • Support and supervise junior colleagues, helping to manage workflow and promote best practice.
  • Build effective working relationships across the firm, fostering a constructive and solutions-driven approach to managing claims and complaints.

Skills & Experience:

  • Previous experience handling professional indemnity or negligence claims, ideally within the legal sector.
  • Strong knowledge of complaints-handling processes, including experience dealing with the Legal Ombudsman.
  • Understanding of the SRA's regulatory framework, including conduct and reporting requirements.
  • Excellent communication skills, with the ability to manage sensitive issues with tact, clarity and reassurance.

If you are motivated by responsibility, collaboration and helping to uphold high professional standards, apply today for the Claims & Complaints Manager position or reach out to

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