Complaints Analyst - Risk & Compliance

JMW Solicitors; Manchester; On-site; GBP 26,000 - 38,000; Full time

Job summary

JMW Solicitors in Manchester is seeking a Complaints Assistant within its Risk & Compliance team. You will help investigate client complaints, prepare clear responses and contribute to maintaining high standards of service and regulatory compliance.

The role requires excellent written communication, strong analytical and organisational skills, and the ability to work collaboratively with fee earners and other departments to ensure timely, fair outcomes.

Qualifications

• Excellent written communication skills, with the ability to draft concise, accurate responses to clients.
• Strong analytical skills and the ability to assess detailed information, identify key issues and reach balanced conclusions.
• Excellent organisational skills, with the ability to manage competing deadlines and maintain accurate records.
• Sound judgement, discretion and the ability to handle confidential information appropriately.
• Confidence working collaboratively with colleagues at different levels of seniority.
• Good working knowledge of Microsoft Office and case management or complaints management systems.

Responsibilities

• Receive, acknowledge, investigate, and support the Complaints Lead in responding to client complaints in accordance with the firm’s complaints policy and relevant regulatory timescales.
• Review matter files, correspondence, attendance notes and other relevant evidence to establish the facts and assess the merits of each complaint.
• Prepare clear, well-reasoned and professional complaint responses, including final response letters where appropriate.
• Consult with fee earners, supervisors, department heads and risk and compliance colleagues to obtain information, clarify issues, and agree appropriate outcomes.
• Identify opportunities for early resolution where possible, including practical remedies, explanations, apologies or goodwill gestures where appropriate.
• Maintain accurate complaints records, ensuring that all actions, deadlines, outcomes and learning points are properly documented.
• Monitor complaint trends and assist the Complaints Lead by producing reports for management, compliance and risk purposes.
• Support the ongoing improvement of the firm’s complaints handling processes, client care standards and risk management approach.

Skills

Written communication

Analytical skills

Organisational skills

Discretion / judgement

Collaborative working

Microsoft Office / case management

Tools

Case management systems

Microsoft Office

Job description

JMW Solicitors in Manchester is seeking a Complaints Assistant within its Risk & Compliance team. You will help investigate client complaints, prepare clear responses and contribute to maintaining high standards of service and regulatory compliance.

The role requires excellent written communication, strong analytical and organisational skills, and the ability to work collaboratively with fee earners and other departments to ensure timely, fair outcomes.