At a Glance
- Tasks: Manage client complaints and claims, ensuring efficient and professional resolution.
- Company: Established law firm focused on exceptional client service and continuous improvement.
- Benefits: Flexible part-time hours, hybrid working, competitive salary, and ongoing professional development.
- Other info: Join a collaborative team and enhance your skills in a dynamic legal environment.
- Why this job: Make a real impact on client care and influence quality standards in a supportive environment.
- Qualifications: Experience in managing complaints and professional negligence claims within a legal setting.
The predicted salary is between 75000 - 95000 £ per year.
Complaints & Claims Manager (Part-Time)
Location
City of London - Hybrid
Hours
Up to 3 days per week (22.5 hours maximum)
Salary
£75,000 - £95,000
About Us
We are a well-established and client-focused law firm committed to delivering exceptional legal services.
We pride ourselves on maintaining the highest professional standards and continuously improving our client experience.
We are seeking an experienced and highly organised
Complaints & Claims Manager to oversee the firm's complaints handling process and manage professional negligence claims.
This is an excellent opportunity for a legal professional with strong risk management and regulatory experience who is looking for a flexible, part-time role.
The Role
Reporting to the firm's senior management team, you will take ownership of all client complaints and claims, ensuring they are handled efficiently, professionally, and in accordance with regulatory requirements.
You will play a key role in protecting the firm's reputation, identifying trends, reducing risk, and driving continuous improvement across the business.
Key Responsibilities
- Manage the firm's complaints process from receipt through to resolution.
- Investigate complaints thoroughly, impartially and within regulatory timescales.
- Draft high-quality responses to clients and third parties.
- Manage professional negligence claims and liaise with the firm's insurers and external solicitors where required.
- Ensure compliance with Solicitors Regulation Authority (SRA) requirements and the Legal Ombudsman process.
- Maintain accurate records and produce management reports on complaints and claims activity.
- Analyse trends and identify opportunities to improve client service and reduce future complaints.
- Provide guidance and support to partners and staff on complaints handling and risk management.
- Deliver training and promote best practice across the firm.
- Assist with wider compliance and risk management initiatives as required.
About You
The successful candidate will have
- Previous experience managing complaints within a law firm or regulated legal environment.
- Experience handling professional negligence claims.
- Excellent knowledge of SRA regulations and Legal Ombudsman procedures.
- Strong investigative, analytical and problem-solving skills.
- Exceptional written and verbal communication skills.
- Confidence in dealing with challenging situations with professionalism and empathy.
- Excellent organisational skills with the ability to manage multiple matters simultaneously.
- A proactive approach with a focus on continuous improvement.
Desirable
- Experience in legal risk and compliance.
- A legal qualification or relevant compliance/risk management qualification.
- Experience delivering training or coaching colleagues.
What We Offer
- Flexible part-time working (up to three days per week).
- Hybrid working opportunities.
- Competitive salary.
- Supportive and collaborative working environment.
- Opportunity to influence firm-wide quality and client care standards.
- Ongoing professional development.
- #J-18808-Ljbffr
Complaints and Claims Manager employer: Clayton Legal
Clayton Legal is an excellent employer that fosters a collaborative and supportive work culture, making it an ideal place for Paralegals and Legal Executives to thrive. Located in Newark on Trent, the firm offers competitive benefits, opportunities for professional development, and a chance to be part of a growing practice dedicated to delivering exceptional client service. Employees are encouraged to enhance their skills and contribute meaningfully to various caseloads in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints and Claims Manager
✨Leverage Your Local Law Community
Get involved with local legal societies or student law associations; they often have great networking events and workshops. It’s a brilliant way to meet practising lawyers and potentially get referred for part-time roles at firms like Clayton Legal.
✨Showcase Your Skills with Mock Trials
Participate in mock trial competitions or legal clinics while studying. This not only sharpens your skills but also gives you practical experiences to talk about in interviews—perfect for a part-time role in law!
✨Tap Into Internship Networks
Make use of university career services to find internships or part-time opportunities. Many law firms source talent directly from student pools, so getting your foot in the door can lead to a longer-term position at a place like Clayton Legal!
✨Apply Directly on Our Website
Don’t forget to check out Clayton Legal’s careers page for specific listings. Applying directly can often give you an edge—plus, we appreciate candidates who show interest in our firm specifically!
We think you need these skills to ace Complaints and Claims Manager
Some tips for your application 🫡
Highlight Relevant Law Experience:When applying for this part-time role, make sure to focus on any legal internships, placements, or volunteer work you've done. Even if it’s just shadowing a lawyer, let us know how these experiences shaped your understanding of law and legal services. Every bit counts and shows your commitment to the field!
Use Clear Legal Terminology:Since you’re applying for a position in law services, it’s important to use appropriate legal terminology in your CV and cover letter. This will not only demonstrate your knowledge but also show us that you’re comfortable with the language of the profession. Avoid jargon overload, though; clarity is key!
Show Your Availability:As this is a part-time position, don’t forget to clearly state your availability in your application. Let us know what days and hours you’re free to work, and make it easy for us to see how you’d fit into our team. The more specific, the better!
Tailor Your Cover Letter Just For Us:Your cover letter is a chance to shine! Make it personal and tailored specifically to our role at Clayton Legal. Talk about why you’re interested in legal services and how your experiences align with what we do. A sprinkle of passion goes a long way!
How to prepare for a job interview at Clayton Legal
✨Show Off Your Legal Knowledge
Brush up on key legal concepts and current events in the legal realm that may affect your role. Be ready to discuss any relevant case studies or examples, as this demonstrates your engagement with the law beyond just theoretical knowledge.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions where you might be assessed on how you'd handle specific legal situations. Think about practical examples from your studies or previous experiences that highlight your problem-solving skills and ethical considerations.
✨Balance Your Expertise with Flexibility
As this is a part-time role, be prepared to discuss your time management skills and how you can juggle work with your studies or other commitments. Employers will want to see how you can contribute effectively while maintaining a flexible schedule.
✨Highlight Your Commitment to Continuous Learning
Conveying your dedication to ongoing education in the legal field gives a strong impression. Mention any additional courses, certifications, or workshops you've pursued that enhance your legal expertise, showing your motivation for growth in your career.
