At a Glance
- Tasks: Manage client complaints, ensuring effective resolution and compliance with regulations.
- Company: Join a respected Risk and Compliance team in a dynamic legal environment.
- Benefits: Enjoy 25 days holiday, private healthcare, flexible working, and more.
- Other info: Part-time role with remote work options and opportunities for career growth.
- Why this job: Make a real difference in client care while developing your professional skills.
- Qualifications: Solicitor or FCILEx with 2 years’ PQE and a passion for client care.
The predicted salary is between 30000 - 40000 £ per year.
We have an exciting opportunity for a Claims and Complaints Manager to join our well-respected Risk and Compliance team. This varied and interesting role is to provide effective and proactive complaints handling across the business where you will receive, investigate and resolve client complaints and ensure the smooth running of the complaints process. You will play a pivotal role within the team, working closely with the Client Care Partner and Head of Compliance. This is a permanent, part time (0.6 FTE) role offered on a predominantly remote basis with occasional Taunton office attendance.
Key Responsibilities
- Managing the complaints process ensuring compliance with regulatory guidelines and communicating with clients effectively to reach a fair outcome.
- Maintaining clear and professional communication with clients throughout the process, explaining the procedure, and providing updates on the investigation.
- Preparing preliminary decisions on complaints.
- Identifying serious complaints that may require escalation.
- Acting as first point of contact for the Legal Ombudsman and managing the Legal Ombudsman complaint process.
- Keeping detailed records of all complaints, their investigation, and the outcomes for internal and regulatory purposes.
- Reporting circumstances and claims to insurers.
- Acting as first point of contact for insurers and liaising with partners and fee-earners concerning ongoing circumstances and claims.
- Supporting the Client Care Partner and Head of Compliance on other projects as required.
- Undertaking any additional duties which from time to time may be requested.
Skills, Knowledge and Expertise
Working closely with the Client Care Partner, Head of Compliance, fee earners and other staff across the business, this role would best suit someone who is proactive and enthusiastic with great attention to detail and the ability to communicate with people at all levels. The successful candidate will be a solicitor or FCILEx with a minimum of 2 years’ PQE and a background in conveyancing, private client or litigation work preferred. The candidate will have a keen interest in client care and complaints handling with a sympathetic and solution-based approach to approaching problems. Ideally you will have complaints handling experience in a legal or professional services environment. You will be a real people person with the ability to build rapport quickly. We welcome applications from those who feel they meet the skills and behaviour requirements.
Benefits
- In addition to a competitive salary, our benefits package includes:
- 25 days holiday, in addition to plus bank holidays (pro rata)
- Extra day of holiday for your birthday
- Annual Bonus Structure
- Private Healthcare
- Flexible Working
- Pension Scheme(s)
- Life Assurance
- Eye Tests
- Flu Jabs
- Corporate Gym Membership Discounts
- Discounted legal support
- Opportunities to get involved with charity fundraising, sports teams, and office socials
Claims and Complaints Manager employer: Porter Dodson
Join our esteemed Risk and Compliance team as a Claims and Complaints Manager, where you will enjoy a supportive work culture that prioritises employee well-being and professional growth. With flexible working arrangements and a comprehensive benefits package, including private healthcare and generous holiday allowances, we foster an environment that values your contributions while allowing you to balance work and life effectively. Located in Taunton, this role offers the unique advantage of occasional office attendance, enabling you to connect with colleagues while primarily working remotely.
StudySmarter Expert Advice🤫
We think this is how you could land Claims and Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the legal and compliance sectors. A friendly chat can lead to opportunities that aren’t even advertised yet. Don’t be shy; we all love a good natter!
✨Tip Number 2
Prepare for those interviews! Research the company and its values, especially around client care and complaints handling. We want you to show them you’re not just a fit for the role, but for their culture too!
✨Tip Number 3
Practice your communication skills! Since this role involves a lot of client interaction, being able to articulate your thoughts clearly is key. We suggest doing mock interviews with friends or family to get comfortable.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team. Let’s make it happen!
We think you need these skills to ace Claims and Complaints Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in complaints handling and client care. We want to see how your skills align with the role of Claims and Complaints Manager, so don’t hold back on showcasing your relevant background!
Showcase Your Communication Skills:Since this role involves a lot of client interaction, it’s crucial to demonstrate your communication prowess. Use clear and professional language in your application, and maybe even share examples of how you've effectively resolved complaints in the past.
Highlight Your Proactive Approach:We’re looking for someone who is proactive and enthusiastic! In your application, mention instances where you took the initiative to improve processes or resolve issues before they escalated. This will show us that you’re the right fit for our team.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Porter Dodson
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process specific to the company. Understand the regulatory guidelines they follow and be ready to discuss how you would manage a complaint from start to finish, including communication strategies and escalation procedures.
✨Showcase Your People Skills
As a Claims and Complaints Manager, you'll need to build rapport quickly. Prepare examples of how you've effectively communicated with clients in the past, especially in challenging situations. Highlight your empathetic approach and solution-based mindset.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Think about potential complaints you might encounter and how you would handle them. Be ready to explain your thought process and decision-making skills in these situations.
✨Demonstrate Attention to Detail
Attention to detail is crucial in this role. Bring examples of how you've maintained detailed records in previous positions, and be prepared to discuss how you ensure compliance with internal and regulatory standards in your work.
