Complaints Manager

We are looking for a skilled and experienced Complaints Manager to join our team at HCR Law. This role involves handling various complaints that are raised against the firm, ensuring that they are addressed thoroughly and effectively in line with best practices and legal requirements. You will collaborate closely with Solicitors, Partners, and other senior staff members to resolve complaints and maintain the firm's high standards of service. You will need to be emotionally intelligent and have excellent customer service skills to deal with complex, sometimes challenging situations. Your role will also involve overseeing and supporting junior team members to ensure they follow best practices in managing complaints.

Key Responsibilities

• Complaint Management: Manage and resolve complaints, ensuring they are handled fairly, promptly, and in line with internal processes and legal regulations.
• Collaboration with Solicitors and Partners: Work closely with Solicitors, Partners, and other senior staff to ensure complaints are addressed correctly. Offer advice on more complex cases and ensure compliance with regulations.
• Liaising with the Ombudsman: Manage complaints escalated to the Legal Ombudsman, preparing responses, gathering necessary information, and ensuring we meet all Ombudsman requirements.
• Process Compliance and Improvement: Identify and suggest improvements to the complaint management process where necessary. Create regular reports detailing trends in complaints, outcomes, and actions taken to avoid future complaints. Share these findings with management and make recommendations for improvements.
• Customer Service Excellence: Provide exceptional customer service by responding with empathy, understanding, and professionalism to clients.
• Supervising Junior Team Members: Lead and support junior team members, providing training and guidance to ensure they handle complaints effectively and maintain high standards.
• Compliance and Risk Management: Ensure the complaints process complies with all relevant laws and regulations to minimise risk for the firm and its clients.

About You

• Proven experience in managing complaints or claims, ideally in a legal or professional services setting.
• Strong emotional intelligence and the ability to handle difficult situations with empathy and professionalism.
• Excellent communication skills, both written and verbal, with the ability to influence and negotiate.
• Knowledge of regulatory standards and best practices for managing complaints in a legal setting.
• Ability to manage multiple complaints at once while maintaining a high standard of care.
• Experience supervising and mentoring junior staff.
• A proactive approach to solving problems.
• Excellent organisational skills and attention to detail.

Education and Qualifications

• Relevant experience in complaint handling, legal services, or customer service.
• A legal qualification or relevant training in complaint management is a plus but not essential.
• Familiarity with the Legal Ombudsman process is beneficial.

Benefits of working with us

• 28 days annual leave (plus public holidays)
• Bonus scheme
• Life Assurance
• Scottish Widows Pension Scheme
• Healthcare cash-plan
• 1/3 gym membership contribution
• Electric vehicle scheme
• Happy People/Perks at Work benefits portal
• Cycle to Work scheme
• Flu vaccinations

As HCR is an equal opportunities employer, we don’t just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognising and nurturing talent, and which works together to achieve the best outcome for our clients. We are privileged to be an armed forces‑friendly organisation.