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- Tasks: Help clients resolve service complaints and ensure compliance with legal obligations.
- Company: Join a national law firm that values teamwork and community impact.
- Benefits: Enjoy 25 days holiday, flexible pensions, and paid volunteering days.
- Why this job: Be part of a supportive culture focused on client experience and personal growth.
- Qualifications: Experience in complaint handling and strong organisational skills required.
- Other info: We prioritise diversity and social responsibility in our workplace.
The predicted salary is between 28800 - 43200 £ per year.
We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.
We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.
We\’re always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.
Your Role and What You\’ll Be Doing
As an Officer in the Client Care and Resolution team, you will be instrumental in providing expert advice and resolving service complaints from clients, ensuring our business meets its regulatory and legal obligations. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. We’re looking for a candidate that is passionate about driving positive client experiences, willing to learn and able to thrive in a fast paced environment.
The role reports to the Senior Officer in the Client Care and Resolution Team and is part of the Client Experience and Operations department in Client Legal Services.
What You’ll Be Doing
- Collaborate with fee earners at all levels and clients to investigate and resolve service complaints.
- Handle complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
- Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
- Identify and escalate potential compliance or reputational issues to a Senior Officer.
- Develop a thorough understanding of Legal Ombudsman scheme rules and guidance.
- Resolve complex queries efficiently.
- Contribute your views and suggestions and participate in broader department projects.
- Manage payment processes within relevant authorities.
- Record and maintain complaint records on internal systems.
- Engage in continuous improvement of internal team processes by highlighting complaint themes/root causes
About You
- High accuracy and attention to detail.
- Experience in complaint handling within a high-pressure environment and tight deadlines.
- Ability to work effectively under pressure, both independently and as part of a team.
- Strong organisational skills with the ability to prioritise workload effectively
- Experience of working within an operational team responsible for resolving complaints
- Experience in a law firm or other regulated environment
Our Benefits – What We Can Offer You
- 25 days holidays as standard plus bank holidays – You can ‘buy’ up to 35hrs of extra holiday too.
- Generous and flexible pension schemes.
- Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
- Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported.This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!
Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.
Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.
Additional Information
As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.
We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.
The employment screening process will fully comply with Data Protection and other applicable laws.
Irwin Mitchell LLP is an equal opportunity employer.
We\’re proud of our values, and we\’re looking for people who share them
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Client Care Officer (5546) employer: Irwin Mitchell LLP
Contact Detail:
Irwin Mitchell LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Care Officer (5546)
✨Tip Number 1
Familiarise yourself with the Legal Ombudsman scheme rules and guidance. Understanding these policies will not only help you in the interview but also demonstrate your commitment to the role and your ability to handle complex complaints effectively.
✨Tip Number 2
Showcase your experience in complaint handling by preparing specific examples of how you've resolved issues in high-pressure environments. This will highlight your problem-solving skills and ability to thrive under pressure, which are crucial for this position.
✨Tip Number 3
Engage with current employees or alumni from the firm on platforms like LinkedIn. This can provide you with insights into the company culture and expectations, helping you tailor your approach during the interview process.
✨Tip Number 4
Prepare thoughtful questions about the Client Care and Resolution team and their processes. This shows your genuine interest in the role and helps you assess if the company aligns with your values and career goals.
We think you need these skills to ace Client Care Officer (5546)
Some tips for your application 🫡
Understand the Role: Before applying, take the time to thoroughly read the job description for the Client Care Officer position. Understand the key responsibilities and required skills, such as complaint handling and attention to detail, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in complaint handling or working in a regulated environment. Use specific examples to demonstrate how you have successfully resolved complaints or managed client relationships.
Showcase Your Skills: Make sure to highlight your organisational skills and ability to work under pressure. Provide examples of how you've prioritised workloads effectively in past roles, especially in high-pressure situations.
Personalise Your Application: Address your cover letter to the hiring manager if possible, and express your enthusiasm for the role and the company. Mention why you are drawn to their commitment to social responsibility and inclusivity, aligning your values with theirs.
How to prepare for a job interview at Irwin Mitchell LLP
✨Understand the Role
Make sure you have a clear understanding of the Client Care Officer role and its responsibilities. Familiarise yourself with the complaints handling process and the importance of compliance within a legal environment.
✨Showcase Your Experience
Prepare to discuss your previous experience in complaint handling, especially in high-pressure situations. Be ready to provide specific examples of how you've resolved complex issues and contributed to positive client experiences.
✨Demonstrate Team Collaboration
Highlight your ability to work effectively as part of a team. Discuss any past experiences where you collaborated with colleagues or clients to achieve a common goal, particularly in resolving complaints.
✨Ask Insightful Questions
Prepare thoughtful questions to ask during the interview. This could include inquiries about the team's approach to continuous improvement or how they handle escalated complaints. It shows your genuine interest in the role and the company.
