At a Glance
- Tasks: Manage client complaints, ensuring fair and professional resolutions.
- Company: Reputable law firm focused on client satisfaction and improvement.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Join a dynamic team with opportunities for growth and learning.
- Why this job: Make a real difference by resolving client issues and improving services.
- Qualifications: Strong communication skills and experience in complaint management.
The predicted salary is between 34650 - 42350 £ per year.
The complaints Manager is responsible for managing client complaints through to resolution, ensuring matters are handled fairly, professionally, and in line with regulatory requirements. The role involves investigating complaints, recommending appropriate resolutions, liaising with the Legal Ombudsman where required, and helping to identify improvements to reduce future complaints.
Key Responsibilities:
- Discussing the reason for the complaint with the client to understand whether the complaint is valid and how issues can be resolved informally or formally.
- Communicating with Fee Earners and Solicitors of all levels to query case history and discuss resolution, recommending proposals in line with Ombudsman guidelines.
- Maintaining the LLP’s Complaints Register and maintaining accurate records of all complaints and outcomes in line with regulatory requirements.
- Reviewing files and correspondence, providing timely and technically correct, phone and written responses, including drafting proposed and/or agreed resolutions, to clients following the investigation.
- Managing the end-to-end complaints process, ensuring timely and effective resolution and act as the primary point of contact for client complaints and concerns.
- Providing regular reporting and analysis of complaint trends for senior management and implement improvements where necessary.
- Providing feedback and training to staff on complaint prevention and resolution.
- Escalating any serious complaint or reputational risk to the Director of Risk.
Complaints Manager employer: Simpson Millar LLP Solicitors
Simpson Millar is an exceptional employer, offering a supportive and inclusive work environment for Law Clerks in the heart of the legal sector. With a strong commitment to employee growth, we provide opportunities for professional development and encourage a culture of collaboration and respect, ensuring that every team member can thrive and contribute meaningfully to our clients' success.
Contact Details:
Simpson Millar LLP Solicitors Recruitment Team
