Client Care & Complaints Specialist

Howells Solicitors; Cardiff; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual leave 23 days plus holidays

Annual leave purchase

Gym discounts

Growth & Development

Milestone recognition

Events

Refer a friend

Discounted childcare

Job summary

Howells Solicitors in Cardiff is seeking a Customer Care Executive to support client care, complaints handling and compliance. You will be the main contact for clients and colleagues, ensuring matters are handled professionally and in line with procedures.

The role is based in our Cardiff office, with potential for remote working where appropriate, and requires a calm, empathetic approach, strong listening skills and meticulous records management.

Qualifications

• Experience in complaints handling and client care within professional services is preferred.
• Commitment to confidentiality and professional standards in a legal environment.
• Excellent written and verbal communication, especially with distressed clients.
• Strong listening and questioning skills to establish facts.

Responsibilities

• Log, record and maintain complaint records per firm procedures.
• Review complaints and determine appropriate action, escalating when needed.
• Send acknowledgements and correspondence to complainants.
• Investigate complaints thoroughly using relevant files and records.
• Liaise with fee earners and managers to gather information.
• Communicate with complainants professionally and empathetically.
• Identify key issues and ensure they are addressed in investigations.
• Prepare draft/final responses in line with procedures.
• Monitor deadlines and progress complaints within required timescales.
• Escalate risks to supervisors or Directors as appropriate.
• Identify recurring issues and raise them with management.
• Maintain confidentiality and handle sensitive information.
• Support general client care and compliance tasks as required.
• Assist in delivering high standards of client service and continuous improvement.

Skills

Complaints handling

Client care

Communication skills

Attention to detail

Investigative skills

Microsoft Office

Case management systems

Tools

Case management systems

Microsoft Office

Job description

Howells Solicitors in Cardiff is seeking a Customer Care Executive to support client care, complaints handling and compliance. You will be the main contact for clients and colleagues, ensuring matters are handled professionally and in line with procedures.

The role is based in our Cardiff office, with potential for remote working where appropriate, and requires a calm, empathetic approach, strong listening skills and meticulous records management.