Client Care and Resolutions Officer

Irwin Mitchell; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading legal services provider in Birmingham is seeking an Officer for their Client Care and Resolution team. The successful candidate will resolve client complaints and ensure compliance with regulatory obligations. Strong communication skills and the ability to thrive under pressure are essential. The role offers a supportive environment and various benefits, including generous holiday and pension schemes.

Benefits

25 days holidays plus bank holidays

Flexible pension schemes

Volunteering days

Health membership benefits

Qualifications

• Experience in a law firm or other regulated environment.
• Ability to manage complex complaints and inquiries.
• Experience working within an operational team.

Responsibilities

• Investigate and resolve service complaints.
• Produce written responses in accordance with complaints procedures.
• Provide documentary evidence to the Legal Ombudsman.
• Engage in continuous improvement of internal team processes.

Skills

Excellent communication skills

High accuracy and attention to detail

Experience in complaint handling

Ability to work effectively under pressure

Strong organisational skills

Job description

Your Role

and What You’ll Be Doing

As an Officer in the Client Care and Resolution team, you will be instrumental in providing expert advice and resolving service complaints from clients, ensuring our business meets its regulatory and legal obligations. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. We’re looking for a candidate that is passionate about driving positive client experiences, willing to learn and able to thrive in a fast paced environment.

The role reports to the Senior Officer in the Client Care and Resolution Team and is part of the Client Experience and Operations department in Client Legal Services.

What You’ll Be Doing

• Collaborate with fee earners at all levels and clients to investigate and resolve service complaints.
• Handle complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
• Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
• Identify and escape potential compliance or reputational issues to a Senior Officer.
• Develop a thorough understanding of Legal Ombudsman scheme rules and guidance.
• Resolve complex queries efficiently.
• Contribute your views and suggestions and participate in broader department projects.
• Manage payment processes within relevant authorities.
• Record and maintain complaint records on internal systems.
• Engage in continuous improvement of internal team processes by highlighting complaint themes / root causes.

About You

• Excellent communication skills.
• High accuracy and attention to detail.
• Experience in complaint handling within a high-pressure environment and tight deadlines.
• Ability to work effectively under pressure, both independently and as part of a team.
• Strong organisational skills with the ability to prioritise workload effectively.
• Experience of working within an operational team responsible for resolving complaints.
• Experience in a law firm or other regulated environment.

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can ‘buy’ up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It’s made up of four strands : Our People, Our Community, Our Environment and Our Pro Bono.