Legal Professional (Regulatory Body) in Belfast

A legal Regulatory body in Belfast is conducting a search for a Complaints Case Officer to join their team in Belfast, on a 12 month fixed term contract basis with potential to be made permanent. The Complaints Case Officer supports the Solicitor Complaints Manager and the Head of Professional Conduct in dealing with matters pertaining to the service provided by solicitors to the public. This role would be particularly suitable for someone with operational experience of working in a law practice.

As the Complaints Case Officer of this Regulatory Body, you will be responsible for processing correspondence, assisting in the initial assessment of complaints regarding the service provided by a solicitor, registering complaints for investigation, handling telephone enquiries from complainants and solicitors as required. You will have administrative responsibility for ensuring that complaint correspondence is retained on the CRM casework system. You will also deal with enquiries received from solicitors and other parties.

The main duties of the post include:

• To investigate and respond to complaints in accordance with the Solicitors (NI) Order 1976 as amended, and The Legal Complaints and Regulation Act (NI) 2016, under the direction of the Solicitor Complaints Manager and Head of Professional Conduct.
• To have continued contact with members of the public and solicitors as required.
• To provide initial assessments of complaints for consideration by the Solicitors Complaints Committee.
• To provide continued administrative assistance to the Solicitors Complaints Committee as part of its secretariat from initial complaint acknowledgement to issuance of final determinations and directions.
• To provide the Solicitor Complaints Manager and Head of Professional Conduct with applicable complaint statistics and data.
• To assist in the provision of ad hoc reports as requested concerning complaints and other feedback.
• To communicate effectively with members of the public, the solicitors profession and third parties both by telephone and in writing.
• To assist the Solicitor Complaints Manager and Head of Professional Conduct in the updating of internal procedures and protocols, to maintain the effective investigation of complaints.
• To respond to enquiries received from solicitors and members of the public regarding individual solicitors and firms in accordance with the Solicitors (NI) Order 1976 as amended and The Legal Complaints and Regulation Act (NI) 2016.
• Investigate and manage a variety of complex cases with a thorough knowledge of the relevant legislation, policies and procedures including gathering, analysing, and evaluating evidence and making decisions relating to the direction of the investigation.
• Ensure that investigatory processes are carried out in accordance with established procedure, legislative requirements and that methods of investigation which comply with best practice.
• To report and present on the findings of an investigation to the Solicitors Complaints Committee.
• Assume responsibility for personal case load, planning and prioritising as required to ensure timescales and deadlines are met.
• Analyse complex, sensitive and/or contentious information, exercise professional judgement and decision-making in relation to cases.
• Produce analytical and evidence-based reports, with proposed recommendations.
• Draft formal documentation for use within the remuneration and complaints process.
• Participate in regular casework meetings, reporting to management with recommendations and providing up to date accurate information about cases.
• Maintain full and accurate records securely in respect of all investigations, whether kept manually or electronically, in line with information governance policies and to ensure accurate statistics can be produced.
• Maintain confidentiality.
• Compile and analyse statistics relating to the work of the conduct department.
• Undertake other duties that may reasonably be requested which are appropriate to the level of the post.
• Respond proactively to colleagues, participate in team working, work to corporate policies and procedures and contribute to the business of your new employer.
• Participate in internal and external project groups as required.
• Continually review processes and procedures and develop frameworks and tools for their improvement.
• Undertake relevant training and where required deliver training to others.
• Work within a performance management framework, including participation in supervision and appraisal processes.
• Undertaking any other reasonable duties deemed necessary for successful delivery of your new employer's objectives.

To be eligible for this role, it is essential that you either:

• Possess a degree in law and have at least two years relevant experience to include experience of formal investigation OR
• You have at least five years relevant experience to include experience of formal investigation.

In addition, it is essential that you have the following knowledge and skills:

• Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) and other commonly used office packages.
• Strong IT and typing skills.
• Excellent analytical skills with an ability to review a large volume of materials to clearly identify relevant facts.
• Excellent written communication and drafting skills, with demonstrable ability to produce clear and concise correspondence, reports, and recommendations.
• Excellent interpersonal, oral, and written communication skills.
• Excellent time management skills with the ability to prioritise tasks, work well under pressure and adjust work schedules to identify and respond to urgent matters.
• The ability to apply sound judgement to ensure that decisions are taken in accordance with Departmental procedures and policies.
• The ability to work independently, flexibly, and efficiently.
• Confidence to work alone, but also as part of a team.
• Flexibility and adaptability to changing workloads.
• A problem-solving approach to work.

It is desirable that you have:

• Experience working in a regulatory context.
• A relevant qualification in investigation/complaints handling.
• Knowledge of the general law in Northern Ireland and, specifically, the Solicitors Order (Northern Ireland) 1976, as amended and The Legal Complaints and Regulation Act (Northern Ireland) 2016.

You will be involved in some very interesting work and gain excellent experience with the possibility of a permanent position. The salary scale for the post is £29,085 to £37,813 dependent on experience. In addition, you will benefit from the following package:

• Individual Private medical insurance with immediate opportunity to benefit.
• Employee portal and mobile apps for support and claim assistance.
• A leave entitlement of 25 days per annum in addition to the normal public and bank holidays.
• A contributory pension scheme, to which the employer contributes at a rate of 10% of the salary.
• Death in Service at 4 times gross salary.
• Income protection in the event of long-term illness with added benefits of Employee Assistance Programme, Be Well Helpline, Later Life Care, Virtual GP, Mental Health Services, Online Physiotherapy Service, Second Medical Opinion, Medical Concierge, Nurse Support Services, Long-term chronic condition support, Vocational rehabilitation support, and financial protection.
• Salary sacrifice schemes, including Tech Scheme and Cycle to Work Scheme.
• Affinity schemes with local organisations, i.e., Victoria Square, Q Parking, Agnew Corporate, and Kingsbridge Private Hospital.
• Annual Health and Wellbeing Events.

Does this position sound of interest? Please submit your CV confidentially no later than Monday 12 January 2026 at 12.00pm together with a covering letter (not more than 2x A4 pages) setting out how you meet the essential and desirable criteria. If you prefer to chat about the role confidentially before submitting a CV and covering letter, please get in touch via the contact details provided.

Our client will consider all CV's on Monday 12 January and will short list candidates who will be notified of interview times shortly thereafter.

Our client is an Equal Opportunities employer. Applicants for the post of Complaints Case Officer will be assessed in accordance with the criteria set out. It is your responsibility to provide evidence in your CV, covering letter and at assessment of how well you meet the criteria. Our client shall if required apply essential and desirable criteria for shortlisting purposes, in the order in which they appear. Applicants will be short listed for interview only on the basis of information contained in their CV and covering letter. Only those candidates who best demonstrate in the CV and covering letter how they meet the essential and shortlisting criteria shall be selected for interview. The CV and covering letter may be used by the interview panel as part of the selection process. Our client may operate a reserve list for future vacancies (either at this level or lower levels) which is maintained for 6 months only.