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- Tasks: Manage and resolve client complaints while ensuring compliance with legal standards.
- Company: Leading national law firm with a remote-first, collaborative culture.
- Benefits: Competitive salary, flexible remote work, and opportunities for professional growth.
- Why this job: Join a forward-thinking team and make a real difference in client care.
- Qualifications: Qualified Solicitor with 5+ years’ experience in handling complaints.
- Other info: Dynamic role with excellent career advancement potential.
The predicted salary is between 40000 - 45000 £ per year.
Risk & Compliance Solicitor/Complaints Solicitor
Salary: £40,000 – £45,000 DOE
Location: Manchester (Remote)
HarKaye 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!
Risk & Compliance Solicitor employer: HarKaye Core Talent
Contact Detail:
HarKaye Core Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Risk & Compliance Solicitor
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal field, especially those who might know someone at the firm. A friendly chat can sometimes lead to insider info or even a referral.
✨Tip Number 2
Prepare for the interview by researching common complaints in the legal sector. Show us you understand the challenges and how you can tackle them head-on. We love candidates who come prepared!
✨Tip Number 3
Practice your communication skills! Since this role is all about client interaction, we recommend doing mock interviews with friends or family. Get comfortable discussing complex issues clearly and empathetically.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team.
We think you need these skills to ace Risk & Compliance Solicitor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Risk & Compliance Solicitor role. Highlight your relevant experience in handling complaints and your understanding of client care obligations. We want to see how you fit into our collaborative culture!
Showcase Your Communication Skills: Since strong communication is key for this role, use your application to demonstrate your written skills. Keep it clear and concise, just like you would when drafting responses to client complaints. Remember, we value professionalism and empathy!
Highlight Your Problem-Solving Abilities: In your application, share examples of how you've successfully resolved complaints in the past. We love seeing candidates who can think on their feet and come up with effective solutions, so don’t hold back on those success stories!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Let’s get started on this journey together!
How to prepare for a job interview at HarKaye Core Talent
✨Know Your Stuff
Make sure you brush up on your knowledge of the Legal Ombudsman process and client care obligations. Being able to discuss these confidently will show that you're not just qualified, but also genuinely passionate about the role.
✨Showcase Your Communication Skills
Since this role involves a lot of client interaction, practice articulating your thoughts clearly and empathetically. You might even want to prepare examples of how you've handled challenging conversations in the past.
✨Demonstrate Problem-Solving Prowess
Think of specific instances where you've successfully resolved complaints or conflicts. Be ready to share these stories during the interview to highlight your negotiation and conflict resolution skills.
✨Be Organised and Proactive
Prepare questions about the firm's processes for managing complaints and how they identify areas for improvement. This shows that you're not only interested in the role but also keen on contributing to enhancing client experience.