Customer Care Executive in Newport, Wales

At Howells, we combine a fresh and forward-thinking approach with a client-focused, local feel to deliver a range of award-winning, quality legal services. As a Customer Care Executive, you will play an important role in supporting the firm’s approach to client care, complaints handling and compliance. You will act as a key point of contact for clients and colleagues in relation to complaints and client service concerns, ensuring that matters are handled professionally, sensitively, objectively and in accordance with the firm’s procedures and applicable regulatory requirements.

The role requires a high level of professionalism, discretion and attention to detail, together with the ability to investigate concerns thoroughly, communicate effectively with clients and colleagues, and ensure complaints are progressed and resolved within the appropriate timescales. While the role is based at our Cardiff office, candidates based further afield may be considered where a remote working arrangement is deemed appropriate.

What you'll be responsible for:

• Accurately logging, recording and maintaining records of complaints and client concerns in accordance with the firm’s procedures.
• Reviewing incoming complaints and determining the appropriate course of action, including escalation where necessary.
• Sending appropriate initial acknowledgements and correspondence to complainants.
• Investigating complaints thoroughly and objectively, including reviewing relevant files, documents, correspondence and case management records.
• Liaising with fee earners, supervisors, managers and other relevant colleagues to establish the facts and obtain information required to investigate complaints.
• Communicating with complainants by telephone and in writing in a professional, empathetic and appropriate manner.
• Identifying the key issues and concerns raised by complainants and ensuring these are properly addressed as part of the investigation.
• Preparing draft and/or final responses to complaints for review and approval, ensuring responses are clear, accurate, balanced and in accordance with the firm’s procedures and regulatory obligations.
• Monitoring complaint deadlines and ensuring matters are progressed and responded to within the required timescales.
• Escalating complaints and potential areas of risk to supervisors, managers or Directors as appropriate.
• Identifying recurring themes, service issues or areas of risk arising from complaints and bringing these to the attention of relevant managers.
• Maintaining confidentiality and handling sensitive client information appropriately at all times.
• Assisting with general client care and compliance matters as required.
• Supporting the firm in maintaining high standards of client service and identifying opportunities for continuous improvement.
• Undertaking any other duties reasonably required by your line manager or a Director.

What we're looking for:

• Previous experience in complaints handling, client care, customer service or a similar role; experience within a legal environment is desirable but not essential.
• An understanding of the importance of professional standards, confidentiality and client care within a professional services or legal environment.
• Excellent written and verbal communication skills, with the ability to communicate professionally and sensitively with clients who may be distressed, dissatisfied or frustrated.
• Strong active listening and questioning skills, with the ability to establish the facts and understand the underlying issues within a complaint.
• Excellent attention to detail and the ability to maintain accurate, comprehensive and well-organised records.
• Strong investigative and analytical skills, with the ability to review information from multiple sources and reach balanced conclusions.
• The ability to draft clear, professional and appropriately worded correspondence.
• Good IT skills and confidence in using case management systems, Microsoft Office and other systems to record, retrieve and interpret information.
• The ability to manage competing priorities, work to deadlines and monitor multiple complaints simultaneously.
• A calm, professional and empathetic approach, particularly when dealing with challenging or sensitive situations.
• Sound judgement and the confidence to escalate matters where appropriate.
• The ability to maintain confidentiality and exercise discretion when handling sensitive client and firm information.
• Flexibility and a willingness to communicate with complainants outside normal working hours where reasonably required.
• A positive and collaborative approach, with the ability to work effectively as part of a wider team.

What you'll receive:

• Competitive Salary
• Annual Leave: Enjoy a minimum of 23 days each holiday year, plus bank holidays and extra time off to unwind, including an additional personal day, a day off for your birthday, and a discretionary paid day during the Christmas break.
• Annual Leave Purchase Scheme: Option to buy up to 3 extra days of leave annually to support your work-life balance.
• Gym Discounts: Access discounted memberships to help you stay active and healthy.
• Growth & Development: We’re invested in your career with opportunities for learning and advancement.
• Milestone Recognition: Celebrate your dedication with recognition and awards for key milestones.
• Events: Take part in various networking, corporate, and charity events throughout the year.
• Refer a Friend Scheme: Get rewarded for referring talented friends and connections to join the team.
• Discounted Childcare: Benefit from an agreed discounted rate at a nearby nursery, helping to make childcare more affordable and convenient.

Successful candidates will be subject to a basic or enhanced DBS disclosure dependent on the role. Permanent employment is conditional on having a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process.