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For Companies At a Glance
- Tasks: Investigate customer complaints and deliver training to enhance service quality.
- Company: Join Minster Law, a dynamic team focused on customer relations.
- Benefits: Flexible working hours, career development opportunities, and a supportive environment.
- Why this job: Make a real difference in customer experiences while growing your skills.
- Qualifications: Strong communication skills and a proactive attitude are essential.
- Other info: Hybrid work model with a commitment to diversity and inclusion.
The predicted salary is between 30000 - 50000 £ per year.
Join to apply for the Customer Relations Specialist role at Minster Law.
This is a varied role in a small team focusing on Customer Relations. The team provides feedback on customer metrics and assurance around regulatory risk.
Key focus includes investigating formal complaints and summarising investigations to customers and stakeholders, managing customer communications, and resolving complaints in cooperation with the Legal Ombudsman.
Core Responsibilities
- Investigate and respond to customer complaints
- Undertake root cause analysis
- Deliver training to operational teams (customer service to regulatory adherence) in virtual, classroom, or e-learning formats
- Liaise with the Legal Ombudsman Service to resolve disputed complaints
- Collaborate with business partners and operational teams to support complaints resolution
- Support the business around vulnerable customers and the vulnerable customer process
- Undertake other relevant tasks as deemed by the business
- Manage all relevant email inboxes and related work
KPIs
Your KPIs and objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review performance and development needs.
Person Specification
- Good communication skills (verbal and written)
- Attention to detail
- Ability to work in a fast-paced, sometimes pressurised environment
- Strong analytical and problem-solving skills
- Enthusiastic, positive, proactive, and with a “can do” attitude
- Some personal injury claims experience
- Understanding of regulatory obligations and internal complaints process
- Experience handling complaints in a regulated environment or with SRA regulatory compliance matters
- Strong presentation skills – able to present information to groups, including senior stakeholders
Personal Development
This role offers real career development opportunities, allowing the right candidate to grow within the Customer Relations Specialist role across various areas of the business.
Working Hours
35 hours per week, 9:00–17:00 with a one-hour lunch break. Flexible hours may be required or agreed with the line manager.
Travel
Hybrid work: remote and office-based.
Equal Opportunity
Minster Law is committed to equality and diversity and creating a sense of belonging. We are an equal opportunity and disability confident employer. All applicants will be considered regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, parental status, national origin, neurodiversity, or disability. Read more about our commitment on the Minster Law website.
Final note
Thank you for applying. If you have not heard back within 10 working days, you have not been successful on this occasion.
Employment details
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Other
- Industry: Legal Services
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Customer Relations Specialist employer: Minster Law
Contact Detail:
Minster Law Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Specialist
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Minster Law on LinkedIn. A friendly chat can give us insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer relations. We should focus on showcasing our problem-solving skills and how we handle complaints effectively.
✨Tip Number 3
Show off our enthusiasm! During interviews, let’s express our passion for customer service and how we can contribute to Minster Law's mission. A positive attitude goes a long way!
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show that we’re genuinely interested in the role.
We think you need these skills to ace Customer Relations Specialist
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Relations Specialist role. Highlight your relevant experience, especially in handling complaints and working in regulated environments, to show us you’re the right fit!
Show Off Your Communication Skills: Since this role requires strong verbal and written communication skills, don’t shy away from showcasing these in your application. Use clear, concise language and make sure to proofread for any errors before hitting send!
Demonstrate Your Problem-Solving Ability: We love candidates who can think on their feet! Include examples of how you've tackled challenges in previous roles, particularly those involving customer complaints or regulatory issues, to give us a taste of your analytical skills.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Good luck!
How to prepare for a job interview at Minster Law
✨Know Your Customer Complaints
Before the interview, brush up on common customer complaints in the legal services sector. Be ready to discuss how you would handle specific scenarios, as this will show your understanding of the role and your problem-solving skills.
✨Showcase Your Communication Skills
Since good communication is key for a Customer Relations Specialist, practice articulating your thoughts clearly. Consider doing mock interviews with friends or family to refine your verbal and written communication skills.
✨Demonstrate Analytical Thinking
Prepare to discuss examples where you've successfully conducted root cause analysis. Highlight your analytical skills by explaining how you identified issues and implemented solutions in past roles.
✨Familiarise Yourself with Regulatory Obligations
Research the regulatory obligations relevant to the role. Being knowledgeable about SRA compliance matters will not only impress your interviewers but also demonstrate your commitment to the industry standards.
