Client Care & Resolutions Officer (6500)

Irwin Mitchell; England; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Pension

Volunteer days

Wellbeing benefits

Employee discounts

Job summary

Irwin Mitchell is seeking an Officer in the Client Care and Resolution team to provide expert advice and resolve client service complaints, ensuring regulatory and legal obligations are met.

You will work with the Legal Ombudsman, collaborate with fee earners, and help improve processes while maintaining high standards of trust and professionalism. The role reports to the Senior Officer in the Client Care and Resolution Team within Client Legal Services.

Qualifications

• Experience investigating and resolving complaints in a professional environment.
• Strong written and verbal communication skills with the ability to explain decisions clearly.
• Ability to analyse information, identify issues and make evidence-based recommendations.

Responsibilities

• Collaborating with fee earners and clients to investigate and resolve service complaints.
• Handling complex complaints and producing written responses per the complaints procedure.
• Providing documentary evidence to the Legal Ombudsman to facilitate resolution.
• Identifying and escalating potential compliance or reputational issues.
• Developing understanding of Legal Ombudsman scheme rules.
• Resolving complex queries efficiently.
• Managing payment processes within relevant authorities.
• Recording and maintaining complaint records on internal systems.
• Engaging in process improvements by highlighting themes and root causes.

Job description

As one of the UK’s leading law firms, we’re here for the people and businesses who rely on us at life’s important moments - made possible by our colleagues who bring the expertise, judgement and care that makes the difference.

Our colleagues bring Irwin Mitchell to life every day, so it matters that you feel valued from the very first day and are trusted with the responsibility, in the right culture, to do the best work of your careers. Everyone’s path here is different, but we share a desire to help our business make a real impact.

Where possible we will support our colleagues to work in a way that works for them, for us and most importantly our clients. Please speak to a member of our Recruitment and Onboarding team for more information.

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.

You will be:

• Collaborating with fee earners at all levels and clients to investigate and resolve service complaints.
• Handling complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
• Providing documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
• Identifying and escalating potential compliance or reputational issues to a Senior Officer.
• Developing a thorough understanding of Legal Ombudsman scheme rules and guidance.
• Resolving complex queries efficiently.
• Contributing your views and suggestions and participate in broader department projects.
• Managing payment processes within relevant authorities.
• Recording and maintaining complaint records on internal systems.
• Engaging in continuous improvement of internal team processes by highlighting complaint themes/root causes
• Experience investigating and resolving complaints, customer escalations or complex service issues in a professional environment.
• Strong written and verbal communication skills, including the ability to explain decisions, manage sensitive conversations and produce clear written correspondence.
• Ability to analyse information, identify key issues and make balanced, evidence-based recommendations or decisions.
• Strong organisational skills with the ability to manage competing priorities and meet deadlines in a fast-paced environment.
• High levels of accuracy and attention to detail when reviewing information, maintaining records and handling sensitive data.

Desirable:

• Experience working within a regulated environment (for example legal, financial services, insurance, healthcare or similar sectors).
• Experience responding to complaints investigated by an external ombudsman, regulator or independent review body.
• Knowledge of Legal Ombudsman processes, scheme rules and guidance.
• Experience identifying trends, root causes and opportunities for service improvement.
• Experience working with legal professionals, fee earners or other specialist stakeholders.
• 25 days' holiday as standard, rising to 28 days depending on role level, plus bank holidays and the option to purchase additional leave.
• Opportunities to share in our success through annual pay and bonus review processes for eligible colleagues.
• Health and wellbeing support, including Westfield Health and Digital GP access.
• Competitive pension arrangements to help you plan for the future.
• Two paid volunteering days every year to support causes that matter to you.
• Access to a range of colleague discounts and lifestyle benefits to support you both inside and outside of work.

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.

In 2026, Irwin Mitchell was recognised in the Sunday Times Best Places to Work guide and was the only law firm included in the 'Very Big' organisation category

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.

We want every candidate to have a positive, fair and transparent recruitment experience. If you require any support or reasonable adjustments throughout the recruitment process, please speak to a member of our Recruitment & Onboarding team or contact [e-mail].

Artificial Intelligence (AI) is becoming an increasingly common part of modern working life. If you choose to use AI tools as part of your application or interview preparation, please review our AI in Recruitment Candidate Guidance https://careers.irwinmitchell.com/file/downloadfile/AIcandidate/PDF

As part of joining the Irwin Mitchell Group, all successful applicants are required to complete our employment screening process. We carry out pre employment screening to establish your eligibility to work in the UK, and understand any criminal records or adverse financial history.

Our onboarding processes are designed to help us maintain the high standards of trust, integrity and professionalism expected by our colleagues, to protect the interests of the Group, clients, partners and other stakeholders.

Checks are conducted by trusted 3rd parties and the employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.