Complaints Handler legal

Legal Complaints Handler

Are you an experienced Legal Complaints Handler looking for your next opportunity? Our client, a leading full-service law firm based in the City Centre of Manchester, is seeking a talented individual to join their team. With a competitive salary, this is a permanent position that offers growth and development opportunities.

As a Legal Complaints Handler, you will play a pivotal role in ensuring that our client provides the highest level of service to their valued clients. Your key responsibilities and duties will include:

• Responding to all client complaints received by the organisation.
• Providing assistance and guidance to fee earners across the organisation on complaints-related matters.
• Acting as the organisation's primary point of contact with the Legal Ombudsman.
• Researching legal and regulatory changes affecting the handling of complaints.
• Maintaining complaints handling procedures and a register of complaints.
• Analysing data and producing quarterly reports.
• Providing feedback to fee earners on any issues identified during the investigation of a complaint.
• Delivering training on complaints prevention and handling.
• Advising the marketing team on dealing with complaints or negative feedback received via social media channels.

To be successful in this role, you should have:

• Experience in complaints handling, within the legal services sector.
• Knowledge and understanding of the relevant SRA regulations and Legal Ombudsman rules.
• Strong analytical and problem-solving skills.
• Effective communication skills, both verbal and written.
• The ability to explain complex matters succinctly and with clarity.
• Proven ability to work to competing deadlines while maintaining quality.
• Experience of working collaboratively and influencing stakeholders at all levels.

At our client's organisation, you will be joining a dynamic and collaborative team that is driven to provide cost-effective legal advice to their clients. Close to train and tram stops, the role offers one day per week working from home.

If you are interested please send your CV to

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