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
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Manager
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We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Highlight Your Legal Knowledge:When applying for a full-time role in legal services at Simpson Millar LLP Solicitors, make sure to demonstrate your understanding of key legal principles and areas of law relevant to the position. Include any specific coursework, modules, or certifications, like LPC or BPTC qualifications, that showcase your legal expertise directly on your CV.
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Tailor That Cover Letter!:Your cover letter is your chance to shine! Make it personal by expressing your genuine interest in Simpson Millar LLP Solicitors and the specific role of Complaints Manager. Talk about why you want to be part of their team, how your unique experiences align with their values, and why you’re passionate about the legal sector.
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How to prepare for a job interview at Simpson Millar LLP Solicitors
✨Know Your Legal Principles
Brush up on foundational legal principles relevant to the specific area of law you’re applying for, whether it’s corporate, criminal, or family law. We might get asked situational questions to test your knowledge, so being articulate about key concepts will make you stand out.
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Full-time legal roles often involve case studies during interviews. Prepare to analyse a hypothetical case and discuss your approach to it. Practising this with a peer or mentor can help us refine our reasoning and articulate a solid legal argument.
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As legal professionals, strong research skills are a must. Have examples ready of how you've effectively used legal databases or conducted thorough legal research in your past experiences. It's a great way to demonstrate your readiness for the role at Simpson Millar LLP Solicitors.
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