Complaints Solicitor

1 week ago

Manchester, New Hampshire, United Kingdom HarKaye Core Talent Full time £40,000 - £45,000 per year

Complaints Solicitor / Complaints Manager

Salary:
£40,000 – £45,000 DOE

Location:
Manchester (Remote)

Harkaye Core Talent is partnering with a leading national law firm renowned for its commitment to client care, professional excellence, and collaborative working culture. This firm operates a remote-first policy, offering flexibility to work from home with occasional office attendance in Manchester for training, team meetings, or client needs.

We are seeking an experienced Complaints Solicitor to join the firm's Risk & Compliance team. This is an excellent opportunity for a qualified solicitor with strong communication skills and a genuine passion for client service to take ownership of the end-to-end complaints process within a respected and forward-thinking legal environment.

The Role

As a Complaints Solicitor, you will manage and resolve client complaints across a range of legal departments, ensuring all matters are handled promptly, fairly, and in accordance with regulatory requirements. You will act as the primary point of contact for client concerns, liaising with Fee Earners, Solicitors, and the Legal Ombudsman to achieve effective resolutions while maintaining the firm's high standards of professionalism and service.

Key Responsibilities

  • Acknowledge, investigate, and respond to client complaints in a professional and empathetic manner.
  • Liaise with clients to fully understand their concerns and identify suitable informal or formal resolutions.
  • Communicate with Fee Earners and Solicitors of all levels to review case histories and recommend resolutions in line with Ombudsman guidelines.
  • Review case files and correspondence, drafting clear and accurate written responses and resolution proposals.
  • Maintain the LLP's Complaints Register and ensure accurate record-keeping of all complaints and outcomes in accordance with regulatory obligations.
  • Manage the full lifecycle of complaints, ensuring timely resolution and acting as the main point of contact throughout.
  • Provide regular reporting and analysis of complaint trends to senior management, identifying areas for improvement and assisting in implementing changes.
  • Deliver feedback and training to staff to promote complaint prevention and best practice in client care.
  • Escalate serious or high-risk complaints to the Director of Risk & Compliance.
  • Act as a liaison with the Legal Ombudsman, assisting with evidence collation and formal responses when required.
  • Support team members with complex complaint resolutions when needed.

Experience and Skills Required

  • Qualified Solicitor with a minimum of
    5 years' PQE
    .
  • Strong understanding of legal case types including
    personal injury, family, residential property, wills & probate, employment, and dispute resolution
    .
  • Proven experience handling complaints in a legal or regulated environment.
  • In-depth understanding of client care obligations and the Legal Ombudsman process.
  • Excellent written and verbal communication skills with the ability to draft clear, concise, and accurate correspondence.
  • Confident and professional telephone manner, with the ability to handle challenging conversations with empathy and composure.
  • Strong negotiation, problem-solving, and conflict resolution skills.
  • Highly organised, able to manage multiple cases and meet deadlines under pressure.
  • Commercially minded with a proactive approach to improving processes and client experience.

If you are interested in this role contact Isabel at HarKaye or Apply Now

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