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For Companies At a Glance
- Tasks: Provide expert advice and resolve client service complaints in a supportive team.
- Company: Join a national law firm committed to inclusivity and community impact.
- Benefits: Enjoy 25 days holiday, flexible pensions, and well-being initiatives.
- Why this job: Make a real difference in clients' lives while developing your skills.
- Qualifications: Experience in complaint handling and strong organisational skills required.
- Other info: Be part of a diverse workplace with excellent career growth opportunities.
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.
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.
- 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 elevate 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.
- SRA complaints or financial ombudsman experience.
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.
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.
Client Care and Resolutions Officer (5965) in Sheffield employer: Irwin Mitchell LLP
Contact Detail:
Irwin Mitchell LLP Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Care and Resolutions Officer (5965) in Sheffield
✨Tip Number 1
Get to know the company culture! Before your interview, check out their website and social media. This will help you understand their values and how you can fit in with their friendly and inclusive environment.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to complaint handling and client care. We want to hear how you’ve tackled challenges in the past and how you can bring that experience to our team.
✨Tip Number 3
Show your passion for client experiences! During the interview, share examples of how you've gone above and beyond to resolve issues. This will demonstrate your commitment to making a real difference for clients.
✨Tip Number 4
Don’t forget to ask questions! This shows your interest in the role and helps you gauge if it’s the right fit for you. Ask about team dynamics, ongoing training, or how they support continuous improvement in client care.
We think you need these skills to ace Client Care and Resolutions Officer (5965) in Sheffield
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Client Care and Resolutions Officer. We want to see how you can contribute to our team and help us drive positive client experiences.
Showcase Your Attention to Detail: Given the nature of the role, it's crucial to demonstrate your high accuracy and attention to detail in your written application. Use clear and concise language, and double-check for any typos or errors before hitting send!
Highlight Relevant Experience: If you've got experience in complaint handling or working in a regulated environment, make sure to shout about it! We’re looking for candidates who can thrive under pressure and manage complex queries effectively.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our Recruitment and Onboarding team.
How to prepare for a job interview at Irwin Mitchell LLP
✨Know Your Stuff
Before the interview, make sure you understand the role of a Client Care and Resolutions Officer. Familiarise yourself with the Legal Ombudsman scheme rules and the complaints procedure. This will show that you're serious about the position and ready to tackle any questions they throw your way.
✨Showcase Your Experience
Be prepared to discuss your previous experience in complaint handling, especially in high-pressure environments. Use specific examples to illustrate how you've successfully resolved complex issues. This will demonstrate your ability to thrive in a fast-paced setting, which is crucial for this role.
✨Emphasise Teamwork
Since collaboration is key in this role, be ready to talk about how you've worked effectively within a team. Share instances where you’ve contributed to team projects or helped colleagues resolve client issues. This will highlight your ability to work well with others and support the firm's inclusive environment.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, or ongoing projects. This shows your genuine interest in the firm and helps you gauge if it’s the right fit for you. Plus, it gives you a chance to engage with the interviewers on a deeper level.