Claims and Complaints Manager

Foot Anstey LLP; Bristol, Exeter, Manchester, Southampton; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A leading law firm in the UK is seeking a Claims and Complaints Manager to lead a team and manage professional negligence claims. The ideal candidate will have a robust background in complaints resolution and a solid understanding of the SRA Codes of Conduct. This role offers a hybrid working model and a chance to impact business excellence initiatives within the firm.

Benefits

Competitive salary

Performance-linked bonus

Enhanced parental leave policies

Private healthcare

Qualifications

• Proven experience in complaints resolution within a law firm.
• Strong knowledge of SRA Codes of Conduct and Legal Ombudsman processes.
• Confident communicator with gravitas and empathy.

Responsibilities

• Lead on CLCO resolution, policy, process, and reporting.
• Manage SRA notifications and investigations.
• Deliver CLCO training and risk management initiatives.

Skills

Complaints resolution experience

Knowledge of SRA Codes of Conduct

Strong communication skills

Commercial awareness

Leadership abilities

Job description

Bristol, Exeter, Manchester or Southampton

Job Title: Claims and Complaints Manager

Are you a seasoned litigator/Claims and Complaints leader in a law firm with a passion for quality, service excellence and risk management?

Are you ready to take your career to the next level?

We’re one of the UK’s most forward-thinking law firms, built on a foundation of innovation, collaboration and ambition. Join us and let’s shape the future together.

* We are in a period of exclusive direct sourcing for this role and are not currently accepting applications from recruitment agencies.

The role in 60 seconds

• Role: Claims and Complaints Manager
• Team: Business Excellence
• Location: Hybrid working from Bristol, Exeter, Manchester or Southampton
• Working Pattern: Full time
• Why this role matters: This is a leadership role where you’ll work closely with the General Risk Counsel and Executive Director for Risk and Compliance, helping shape and promote Business Excellence initiatives across the Group.

What you’ll do

We're looking for someone to lead our Claims and Complaints mini team within the Business Excellence team here at Foot Anstey. In this pivotal role you’ll take ownership of the firm’s professional negligence claims/circumstances and service complaints, including conduct aspects (CLCOs). You’ll be the go-to contact for partners, staff, claimants, brokers and insurers, managing your own caseload and overseeing the work of your team's Senior Assistant.

In this role you'll:

• Lead on CLCO resolution, policy, process and reporting across the Group
• Manage SRA notifications and investigations
• Deliver CLCO training and risk management initiatives
• Support insurance renewals and contribute to Group expansion projects
• Chair our Quality Standards Panel and drive service quality initiatives
• Provide expert advice on professional conduct and risk management

What we’re looking for

We're seeking a service-focused, quality-driven individual who is ready to make a real impact. Someone who thrives in a fast-paced, client-focused environment and brings the following skills, attributes and experience:

• Proven experience in complaints resolution within a law firm
• Strong knowledge of SRA Codes of Conduct and Legal Ombudsman processes
• Commercially astute, pragmatic, and decisive
• A confident communicator with gravitas and empathy
• A collaborative leader who builds strong relationships and inspires trust
• And you’ll share our passion for innovation, collaboration and achieving great things together

Join a seriously ambitious firm

At Foot Anstey, we’re committed to making a difference for our people, our clients, and society. Here’s what makes us stand out:

• An ambitious growth strategy that opens up opportunities for our people to make their mark.
• A client base that spans household names, thriving startups, and ambitious enterprises.
• A culture built on our values of being refreshingly human, entrepreneurial, inclusive and collaborative.
• A strong focus on being a responsible business with a commitment to sustainability and giving back to our communities.
• Comprehensive professional development and training – whatever your role and level we have training that will support you to achieve your goals.
• Awards and Accolades: [Insert notable firm achievements, rankings, or certifications].

Progressive benefits tailored to you

We believe our people are our greatest asset. That’s why we offer a comprehensive benefits package designed to support your professional growth and personal wellbeing, including:

• Competitive salary and performance-linked bonus.
• Enhanced parental leave policies.
• Private healthcare and wellbeing initiatives (e.g., mental health support, gym memberships).

Ready to apply?

• Hit the "Apply Now" button.
  • Send us your CV and a quick note on why this role is perfect for you.
  • Our team will review your application and be in touch, whatever the outcome.
• Invited for interview?
  • With a straightforward process typically involving two interviews, our talent acquisition team will guide you through every step, ensuring you feel confident and prepared to show us what you can do.
  • We’re here to support your individual needs. If you require any adaptations or adjustments, we’re more than happy to accommodate these. Before your interview, we’ll contact you to discuss the themes we’ll cover and answer any questions you might have.
  • If you’d like to visit our offices prior to your interview or would like help testing your kit for your virtual interview, just let us know.

Let’s make your next career move the start of something extraordinary.

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We are proud to be an Equal Opportunities Employer. As part of our commitment to diversity and inclusion, we invite applicants to complete optional demographic questions. Any information you choose to share will be anonymised and not linked to your application.

For applicants in Northern Ireland: To meet our obligations under the Fair Employment & Treatment (NI) Order 1998, we monitor community background and sex to promote equality of opportunity. While you’re not required to answer these questions we encourage you to do so. Your responses will be used anonymously for reporting to the Equality Commission and will not influence any recruitment or employment decisions.

Community Background: In Northern Ireland, individuals are often perceived as belonging to either the Protestant or Roman Catholic communities, regardless of religious practice. If this section is left blank, we may use the residuary method to determine community background based on the personal information in your application.

To find out more about Diversity and Inclusion at our firm – click here