At a Glance
- Tasks: Manage and resolve complaints while ensuring compliance with legal standards.
- Company: Join HCR Law, a leading firm known for its inclusive culture.
- Benefits: Enjoy 28 days leave, bonuses, healthcare, and gym contributions.
- Other info: Dynamic environment with opportunities for career growth and personal development.
- Why this job: Make a real impact by improving client experiences and resolving issues.
- Qualifications: Experience in complaint management and strong communication skills required.
The predicted salary is between 40000 - 50000 € per year.
We are looking for a skilled and experienced Complaints Manager to join our team at HCR Law. This role involves handling various complaints that are raised against the firm, ensuring that they are addressed thoroughly and effectively in line with best practices and legal requirements. You will collaborate closely with Solicitors, Partners, and other senior staff members to resolve complaints and maintain the firm's high standards of service. You will need to be emotionally intelligent and have excellent customer service skills to deal with complex, sometimes challenging situations. Your role will also involve overseeing and supporting junior team members to ensure they follow best practices in managing complaints.
Key Responsibilities
- Complaint Management: Manage and resolve complaints, ensuring they are handled fairly, promptly, and in line with internal processes and legal regulations.
- Collaboration with Solicitors and Partners: Work closely with Solicitors, Partners, and other senior staff to ensure complaints are addressed correctly. Offer advice on more complex cases and ensure compliance with regulations.
- Liaising with the Ombudsman: Manage complaints escalated to the Legal Ombudsman, preparing responses, gathering necessary information, and ensuring we meet all Ombudsman requirements.
- Process Compliance and Improvement: Identify and suggest improvements to the complaint management process where necessary. Create regular reports detailing trends in complaints, outcomes, and actions taken to avoid future complaints. Share these findings with management and make recommendations for improvements.
- Customer Service Excellence: Provide exceptional customer service by responding with empathy, understanding, and professionalism to clients.
- Supervising Junior Team Members: Lead and support junior team members, providing training and guidance to ensure they handle complaints effectively and maintain high standards.
- Compliance and Risk Management: Ensure the complaints process complies with all relevant laws and regulations to minimise risk for the firm and its clients.
About You
- Proven experience in managing complaints or claims, ideally in a legal or professional services setting.
- Strong emotional intelligence and the ability to handle difficult situations with empathy and professionalism.
- Excellent communication skills, both written and verbal, with the ability to influence and negotiate.
- Knowledge of regulatory standards and best practices for managing complaints in a legal setting.
- Ability to manage multiple complaints at once while maintaining a high standard of care.
- Experience supervising and mentoring junior staff.
- A proactive approach to solving problems.
- Excellent organisational skills and attention to detail.
Education and Qualifications
- Relevant experience in complaint handling, legal services, or customer service.
- A legal qualification or relevant training in complaint management is a plus but not essential.
- Familiarity with the Legal Ombudsman process is beneficial.
Benefits of working with us include:
- 28 days annual leave (plus public holidays)
- Bonus scheme
- Life Assurance
- Scottish Widows Pension Scheme
- Healthcare cash-plan
- 1/3 gym membership contribution
- Electric vehicle scheme
- Happy People/Perks at Work benefits portal
- Cycle to Work scheme
- Flu vaccinations
HCR suits people who love a challenge and want to work in an environment where careers thrive on the back of hard work and personal merit. Our people enjoy feeling part of something bigger than themselves, and whilst our clients drive our development, it is our people who bring their energy, enthusiasm, and entrepreneurial mindsets together to solve problems and help our clients succeed.
As HCR is an equal opportunities employer, we don't just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients.
If this opportunity sounds of interest to you, please make an application and submit your CV.
Complaints Manager employer: Harrison Clark Rickerbys Legal LLP
HCR Law is an exceptional employer that fosters a vibrant and inclusive work culture, where employees are empowered to take on responsibilities early in their careers and contribute to meaningful client outcomes. With a strong focus on personal merit, HCR offers extensive benefits including 28 days of annual leave, a bonus scheme, and opportunities for professional growth within a supportive community of over 800 dedicated professionals. The firm's commitment to employee well-being and development, combined with its entrepreneurial spirit, makes it an ideal place for those seeking a rewarding career in the legal sector.
Contact Detail:
Harrison Clark Rickerbys Legal LLP Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal field, especially those who might know someone at HCR Law. 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 have ideas on how to tackle them. We love candidates who come with solutions!
✨Tip Number 3
Practice your emotional intelligence skills! Role-play handling difficult situations with a friend. This will help you demonstrate your empathy and professionalism during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining our team.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Complaints Manager role. Highlight your experience in managing complaints, especially in legal or professional settings. We want to see how your skills align with what we're looking for!
Showcase Your Emotional Intelligence:In your application, don’t shy away from sharing examples of how you've handled difficult situations with empathy and professionalism. This is key for us, as we value emotional intelligence in our team.
Be Clear and Concise:When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, so make sure you convey your passion for customer service and complaint management without fluff.
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!
How to prepare for a job interview at Harrison Clark Rickerbys Legal LLP
✨Know Your Complaints Management
Familiarise yourself with the complaints management process specific to HCR Law. Understand their approach to handling complaints and be ready to discuss how your experience aligns with their methods. This shows that you’re not just interested in the role, but also in how you can contribute to their existing framework.
✨Showcase Emotional Intelligence
Prepare examples that highlight your emotional intelligence and customer service skills. Think of situations where you successfully managed difficult complaints or resolved conflicts. Being able to demonstrate empathy and professionalism will resonate well with the interviewers.
✨Collaborate and Communicate
Since the role involves working closely with Solicitors and Partners, be prepared to discuss your collaboration skills. Share experiences where you’ve worked as part of a team to resolve complex issues. Highlight your communication style and how it helps in influencing and negotiating outcomes.
✨Propose Process Improvements
Think about potential improvements to complaint management processes based on your past experiences. Be ready to suggest ideas during the interview that could enhance efficiency or client satisfaction. This proactive approach will demonstrate your commitment to continuous improvement and your ability to think critically.
