Legal Complaints Handler

Competitive Salary
24 Aug 2023
21 Sep 2023
Gemma Taylor
Practice Area
PQE Level
2-4, 5-7, 8-10, NQ
Contract Type
Full Time
An experienced Complaints Handler is required to join a leading Manchester City Centre law firm within the firms Risk and Compliance department. You will be an integral part of the risk & compliance team, with responsibility for a variety of tasks which support the firm including leading complaint resolution and assisting with the policy framework under the guidance of the Operations manager. 
The firm have a fantastic reputation within the legal industry with a good staff retention and long term progression available.
You will be required to have complains handling experience and knowledge and understanding of the relevant Solicitors Regulation Authority regulations.
 Duties include 
  • With your in-depth knowledge and understanding of complaints you will help across the firm in relation to complaints and provide guidance to fee earners on any issues identified during the investigation of a complaint.
  • Handle escalated /complex complaint cases and acting as a point of contact for the Legal Ombudsman.
  • Ensure all complaint resolutions are within regulatory guidelines, and are accurate, clear, and concise.
  • Serve as subject matter expert on complaints processes and procedures.
  • Assist with training and respond to questions regarding both simple and complex complaint queries.
  • Manage policy related documentation including version control, approval workflows and historical records.
  • Assist with the coordination and preparation of appropriate materials for steering committee meetings.
  • Ensure policy documents adhere to established standards for style and format.
  • Manage the publication of all business policies, ensuring they are organised, up to date and easily accessible to staff.
  • Draft policy communications to ensure consistent dissemination of policy updates across the practice.
The Firm & benefits
  • Fantastic reputation within the legal industry
  • Award winning
  • Excellent staff retention
  • Annual promotions process open to all staff
  • 25 days holiday plus office closure over Christmas and New Year
  • Company wide sports teams and social event
  • Cycle to work scheme
  • Gym membership
  • Season ticket loan
  • Free travel insurance
  • Modern and central Manchester City Centre offices
This role will be full time, with a 4:1 hybrid working arrangement (1-day WFH).