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- Tasks: Help clients resolve complaints and ensure top-notch service in a fast-paced environment.
- Company: Irwin Mitchell is a national law firm dedicated to supporting individuals and businesses with expert legal advice.
- Benefits: Enjoy 25 days holiday, flexible pensions, paid volunteering days, and well-being initiatives.
- Why this job: Join a friendly, inclusive team making a real difference in clients' lives while developing your skills.
- Qualifications: High attention to detail, experience in complaint handling, and ability to thrive under pressure.
- Other info: Successful applicants must complete an employment screening process to ensure integrity and eligibility.
The predicted salary is between 28800 - 43200 £ per year.
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Direct message the job poster from Irwin Mitchell
Talent Acquisition Advisor at Irwin Mitchell | Master of Laws – Corporate Social Responsibility | Diversity and Inclusion Advocate
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
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.
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Client Care Officer employer: Irwin Mitchell
Contact Detail:
Irwin Mitchell Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Care Officer
✨Tip Number 1
Familiarise yourself with the Legal Ombudsman scheme rules and guidance. Understanding these will not only help you in the role but also demonstrate your commitment to client care during any discussions with the hiring team.
✨Tip Number 2
Showcase your experience in handling complaints effectively. Prepare examples of how you've resolved complex issues in high-pressure environments, as this is crucial for the Client Care Officer position.
✨Tip Number 3
Engage with current employees or alumni from Irwin Mitchell on platforms like LinkedIn. This can provide you with insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 4
Demonstrate your passion for client experiences by discussing relevant initiatives or improvements you've implemented in previous roles. This shows that you're proactive and aligned with the values of Irwin Mitchell.
We think you need these skills to ace Client Care Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaint handling and client care. Use specific examples that demonstrate your ability to work under pressure and resolve complex issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for client care and your understanding of the role's responsibilities. Mention how your skills align with the company's values and commitment to diversity and inclusion.
Showcase Relevant Skills: Emphasise your organisational skills and attention to detail in both your CV and cover letter. Provide examples of how you've successfully managed workloads and prioritised tasks in previous roles.
Research the Company: Familiarise yourself with Irwin Mitchell's mission and values. Mention any specific initiatives or programmes they have that resonate with you in your application, showing that you are genuinely interested in being part of their team.
How to prepare for a job interview at Irwin Mitchell
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Client Care Officer. Familiarise yourself with complaint handling processes and the importance of regulatory compliance in a legal environment.
✨Showcase Your Experience
Be prepared to discuss your previous experience in complaint handling, especially in high-pressure situations. Use specific examples to demonstrate how you've successfully resolved complex issues and contributed to positive client experiences.
✨Emphasise Team Collaboration
Highlight your ability to work effectively within a team. Discuss instances where you've collaborated with colleagues to resolve complaints or improve processes, as teamwork is crucial in this role.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, the Client Care and Resolution team, and how they measure success in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.