- • Receive, acknowledge, investigate, and support the Complaints Lead in responding to client complaints in accordance with the firm’s complaints policy and relevant regulatory timescales.
- • Review matter files, correspondence, attendance notes and other relevant evidence to establish the facts and assess the merits of each complaint.
- • Prepare clear, well-reasoned and professional complaint responses, including final response letters where appropriate.
- • Consult with fee earners, supervisors, department heads and risk and compliance colleagues to obtain information, clarify issues, and agree appropriate outcomes.
- • Identify opportunities for early resolution where possible, including practical remedies, explanations, apologies or goodwill gestures where appropriate.
- • Maintain accurate complaints records, ensuring that all actions, deadlines, outcomes and learning points are properly documented.
- • Monitor complaint trends and assist the Complaints Lead by producing reports for management, compliance and risk purposes.
- • Support the ongoing improvement of the firm’s complaints handling processes, client care standards and risk management approach.
Requirements
- Excellent written communication skills, with the ability to draft concise, accurate responses to clients.
- Strong analytical skills and the ability to assess detailed information, identify key issues and reach balanced conclusions.
- Excellent organisational skills, with the ability to manage competing deadlines and maintain accurate records.
- Sound judgement, discretion and the ability to handle confidential information appropriately.
- Confidence working collaboratively with colleagues at different levels of seniority.
- Good working knowledge of Microsoft Office and case management or complaints management systems.
- Knowledge of the SRA Standards and Regulations, including expectations around client care and complaints handling.
- Familiarity with the Legal Ombudsman’s approach to complaints, remedies and signposting requirements.
- Ability to manage sensitive or challenging conversations with professionalism, patience and confidence.
- Experience preparing management information, trend analysis or lessons learned reports.
Core Competencies
Demonstrates strong analytical and written communication skills to effectively manage client complaints, ensuring compliance with regulatory standards and maintaining accurate records. Proficient in collaborating with various stakeholders to enhance complaint handling processes and client care standards.
Highest-signal resume keywords
- Excellent Written Communication Skills
- Strong Analytical Skills
- Organisational Skills
- Knowledge of SRA Standards and Regulations
- Experience Preparing Management Information Reports
Hard Skills
- Complaint Management
- Trend Analysis
- Report Preparation
- Case Management Systems
- Client Care Standards
Soft Skills
- Sound Judgement
- Discretion
- Professionalism
- Patience
- Collaboration
Industry Keywords
- SRA Standards and Regulations
- Legal Ombudsman
- Client Complaints
- Confidential Information Handling
Tools & Technologies
- Microsoft Office
- Complaints Management Systems
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Complaints Assistant – Risk & Compliance in Manchester employer: Jobtailor
As a Client Services Coordinator at our dynamic company, you will thrive in a supportive work culture that prioritises employee growth and development. We offer comprehensive training, opportunities for advancement, and a collaborative environment where your contributions are valued. Located in a vibrant area, our team enjoys a healthy work-life balance and the chance to engage with diverse clients, making every day rewarding and meaningful.
