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- Tasks: Manage and resolve client complaints in a professional and empathetic manner.
- Company: Leading national law firm with a remote-first policy and collaborative culture.
- Benefits: Competitive salary, flexible remote work, and opportunities for professional development.
- Other info: Join a dynamic team with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing client care in a respected legal environment.
- Qualifications: Qualified Solicitor with 5+ years’ experience in handling complaints.
The predicted salary is between 40000 - 45000 £ 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!
Complaints Solicitor employer: HarKaye Core Talent
Contact Detail:
HarKaye Core Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Solicitor
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal field, especially those who might know about opportunities at firms like the one you're eyeing. A friendly chat can sometimes lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and client care. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience and skills.
✨Tip Number 3
Showcase your passion for client service during interviews. Share specific examples of how you've resolved complaints in the past and what you learned from those experiences. This will demonstrate your commitment to maintaining high standards.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Complaints Solicitor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Solicitor role. Highlight your relevant experience in handling complaints and your understanding of client care obligations. We want to see how your skills align with what we're looking for!
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your ability to draft clear and concise correspondence. We love seeing examples of how you've effectively communicated in previous roles, especially in challenging situations.
Be Professional and Personable: Remember, you're applying for a position that requires empathy and professionalism. Use a friendly yet professional tone in your written application. We appreciate candidates who can balance being approachable while maintaining a high standard of professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at HarKaye Core Talent
✨Know Your Stuff
Make sure you brush up on your legal knowledge, especially around the areas mentioned in the job description like personal injury and family law. Being able to discuss these topics confidently will show that you're not just a qualified solicitor, but someone who understands the nuances of the role.
✨Showcase Your Communication Skills
Since this role involves a lot of client interaction, be prepared to demonstrate your communication skills. Think of examples where you've successfully handled complaints or difficult conversations. Practising how you articulate your thoughts can really help you shine during the interview.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to complaints management. Prepare by thinking through how you would handle various scenarios, focusing on your problem-solving and negotiation skills. This will help you convey your thought process and approach to resolving issues.
✨Understand the Firm's Culture
Research the firm’s values and culture, especially their commitment to client care and collaboration. Be ready to discuss how your own values align with theirs and how you can contribute to maintaining their high standards of professionalism and service.