Client Relationship Manager in Liverpool

Make a genuine impact on the client experience at MSB.

We’re looking for a proactive, empathetic Client Relationship Manager to lead our firm‑wide approach to client care and complaint resolution – strengthening trust, improving transparency, and making every interaction with MSB a positive one. This role could be done part‑time by the right candidate based on at least 3 days per week.

About MSB Solicitors

MSB Solicitors is recognised across the North of England for delivering exceptional legal services and going above and beyond to achieve the right results for our clients. With 14 departments, we provide the expertise clients need and aim to build long lasting relationships based on trust, respect and results. Our focus is:

• CLIENTS: We are dedicated to delivering high‑quality legal services and maintaining our position as a leader in the field. With a strong commitment to excellence and client satisfaction, we pride ourselves on our expertise, innovation, and professional integrity.
• PEOPLE (our teams are our greatest asset): We want to make opportunities to progress available to everyone
• ESG (give back to the community we serve): We want to contribute to our community in 3 ways: Environment; Giving back; and, Governance (do what we say). We’re proud of our inclusive culture and community partnerships. Highlights include holding the LGBTQ+ Navajo chartermark, supporting Mandela8and the Anthony Walker Foundation, running weekly pro‑bono clinics (including at Blackburne House), introducing Solicitor Apprenticeships, and championing mental health & wellbeing

The Opportunity

You’ll lead MSB’s client relationship strategy and act as the designated operational lead for complaints handling. You’ll ensure timely, fair and transparent resolutions, drive root‑cause prevention, and embed a culture of clear communication, all aligned with SRA expectations and the Legal Ombudsman Scheme Rules reflected in our client care literature.

What You’ll Do

Complaints Handling & Governance

Be MSB’s named point of contact for complaints; manage our written procedure end‑to‑end (acknowledgement, investigation, final response), maintain the Complaints Register, and liaise with the Legal Ombudsman on escalations in line with our client care commitments. Contribute to firm wide strategies to address complaints.

Client Relationship Strategy

Define and deliver onboarding standards, proactive touchpoints, and clear cost/billing communications. Supporting our partners’ focus on transparency to reduce cost‑related complaints.

Lead root‑cause analysis, publish monthly & quarterly insights, and deliver de‑escalation/service‑recovery training for fee‑earners and support teams; host materials via MyMSB (Ciphr).

Policy & Communications

Coordinate controlled updates to client care documents and the website; reinforce accessibility, wellbeing and respectful conduct in client interactions.

What You’ll Bring

• Strong understanding of Solicitors Regulation Authority (SRA) obligations relating to client care and complaints
• Good working knowledge of the Legal Ombudsman Scheme Rules and complaints handling process
• Experience managing client dissatisfaction and formal complaints in a regulated legal environment
• Excellent written and verbal communication skills, with the ability to handle sensitive matters professionally and empathetically
• Strong organisational skills with attention to detail and the ability to manage multiple matters simultaneously
• Familiarity with complaints reporting, trend analysis and root‑cause review
• Outstanding written communication and stakeholder management skills.
• Data analysis & report writing skills.
• A commitment to accessibility, wellbeing and EDI in all client interactions – consistent with MSB policies.

Personal attributes

• Calm, professional and confident when handling sensitive or challenging situations
• Client‑focused with a pragmatic, solution‑driven approach
• Strong judgement and discretion
• Collaborative and able to influence at all levels of the firm
• Resilient and able to manage emotionally sensitive work

Benefits & How We Work

• Competitive salary with annual performance review.
• 24 days’ holiday (pro rata) + bank holidays, length of service leave, Christmas shutdown, and Birthday leave.
• Pension plan and social events (Christmas & Summer).
• Negotiable flexitime, homeworking policy, annual eye test & VDU contribution, and Cycle to Work scheme.
• Hybrid workings supported by our Homeworking Policy; most roles require office presence 3 days per week with coordinated coverage and fair access to flexible arrangements. Career progression & training, including development pathways and routes into law.

Our Commitment to Inclusion

We recruit from the widest pool of qualified candidates, ensure accessible opportunities for all, and maintain a workplace free from discrimination, victimisation and harassment. If you need adjustments during the process, please let us know – we’ll be happy to help

Apply

Submit your CV and a brief cover note via our Careers page… Client Relationship Manager | MSB Solicitors Careers (we advertise roles on our website and may boost selected postings on LinkedIn).