At a Glance
- Tasks: Lead a team to manage and resolve complaints effectively within a legal services environment.
- Company: Join Slater and Gordon, a leading consumer law firm focused on innovation and accessibility.
- Benefits: Enjoy a competitive salary, hybrid working options, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and customer satisfaction.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in complaints management within legal services and strong people management skills.
The predicted salary is between 45000 - 55000 £ per year.
Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services.
We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services.
We are seeking an experienced and proactive
Complaints Manage r to lead and develop a team of Complaints Analysts within our legal services business.
This is a key leadership role responsible for ensuring complaints are managed effectively, fairly and in accordance with regulatory requirements, while delivering excellent outcomes for both clients and the firm
The successful candidate will be a subject matter expert in complaints management, with a strong understanding of the Legal Ombudsman framework and the legal complaints process.
They will oversee complex complaints, support and coach a team of analysts, identify trends, and drive continuous improvements across the complaints functio n. Key Responsibilit
- ies Lead, motivate and develop a team of Complaints and Senior Complaints Analysts, ensuring high levels of performance and engagem
- ent. Oversee the end-to-end management of complex and high-risk complai
- nts. Ensure complaints are investigated thoroughly, fairly and within regulatory deadli
- nes. Provide guidance and support to the team on case management and complaint resolut
- ion. Act as the escalation point for complex cases and customer dissatisfact
- ion. Liaise with internal stakeholders, including legal teams and senior management, to facilitate complaint resolut
- ion. Manage interactions with the Legal Ombudsman and support the business through Ombudsman investigations and revi
- ews. Analyse complaints data and trends to identify root causes and opportunities for service improvem
- ent. Produce management information and reports on complaint volumes, outcomes and regulatory complia
- nce. Ensure adherence to relevant regulatory, legal and company policies and procedu
- res. Drive a culture of customer focus, accountability and continuous improvem ent. Abou t You To be successful in this role, you will
- have: Previous experience managing a complaints function or team within a law firm, or legal services b
- usiness Strong knowledge of the Legal Ombudsman process and requir
- ements. Experience handling and investigating complex complaints from initial receipt through to reso
- lution. Proven people management experience, including coaching, development and performance mana
- gement. Understanding of how legal cases are run and managed (particularly within personal injury and consumer law fields) throughout the client j
- ourney. Excellent investigation, problem-solving and decision-making
- skills. Strong written communication skills, with experience drafting detailed complaint res
- ponses. Ability to influence stakeholders at all levels and challenge appropriately where re
- quired. Strong analytical skills with the ability to identify trends and recommend business improv ements. D
- esirable Knowledge of Solicitors Regulation Authority (SRA) requirements and consumer duty pr
- inciples. Experience managing Legal Ombudsman referrals and
- outcomes. Relevant complaints, compliance or legal qualif ications. Wha
- t We Offer Competitive salary and benef
- its package Hybrid and flexible work
- ing options Opportunities for professional development and career
- progression Supportive and collaborative working
- environment The opportunity to make a real impact on customer experience and serv ice quality If you are an experienced complaints professional with a passion for delivering fair customer outcomes and leading high-performing teams, we would love to he ar from you.
Complaints Manager employer: Slater and Gordon Lawyers (UK)
Slater + Gordon is an exceptional employer, offering a supportive and dynamic work environment in Cardiff for Law Associates. With a strong focus on employee development, we provide extensive training opportunities, hybrid working arrangements, and a comprehensive benefits package that includes health and wellbeing programmes, generous holiday allowances, and a commitment to work-life balance. Our values-driven culture encourages collaboration and innovation, making it a rewarding place for legal professionals to thrive.
Contact Details:
Slater and Gordon Lawyers (UK) 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 Slater and Gordon Lawyers (UK), 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 Slater and Gordon Lawyers (UK) 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 Slater and Gordon Lawyers (UK)
✨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.
✨Be Ready for Case Studies
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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