Complaints Case Officer

Pathway Careers Ltd; Belfast City District; Hybrid; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Private medical insurance

25 days’ annual leave plus statutory holidays

Income protection

Salary sacrifice schemes

Access to affinity and discount schemes

Job summary

A leading professional regulatory body in Belfast is seeking a highly organised and analytical Complaints Case Officer on a 12-month fixed term (maternity cover). This role requires strong investigative skills within legal or regulatory environments. Responsibilities include assessing complaints, managing casework, and preparing documentation. The ideal candidate will have a degree in Law or extensive relevant experience, along with excellent communication and analytical skills. This role offers private medical insurance and 25 days annual leave benefits.

Qualifications

• Degree in Law and at least 2 years' relevant experience, including experience of formal investigations.
• OR at least 5 years' relevant experience, including experience of formal investigations.

Responsibilities

• Conduct initial assessments of complaints and determine suitability for investigation.
• Investigate and respond to complaints in line with relevant legislation.
• Manage a varied caseload, ensuring deadlines are met.
• Prepare reports and documentation for internal committees.
• Present investigation findings to internal panels.

Skills

Strong analytical ability

Excellent written communication

Excellent interpersonal skills

Strong organisational skills

High level of IT literacy

Problem-solving approach

Education

Degree in Law

Recognised qualification in investigations

Tools

Microsoft Office

Job description

Complaints Case Officer

Location: Belfast, 12-month fixed term (maternity cover)

Overview

A leading professional regulatory body is seeking a highly organised and analytical Complaints Case Officer to join their Professional Conduct team on a 12-month maternity cover contract.

This is a unique opportunity for someone with strong investigation experience—ideally gained within legal practice, regulation, complaints handling or a similar environment—to take on a varied and meaningful role supporting the effective management and resolution of service‑related complaints.

The successful candidate will work closely with senior members of the Professional Conduct team, handling public and solicitor enquiries, assessing complaints for investigation, preparing documentation for committee review and ensuring cases progress in line with legislative and organisational requirements.

This role is ideal for a candidate with a strong legal background, exceptional communication skills and the ability to manage complex, sensitive casework with professionalism and sound judgement.

Key Responsibilities

• Conduct initial assessments of complaints and determine suitability for investigation.
• Investigate and respond to complaints in line with relevant legislation and organisational procedures.
• Manage a varied caseload, ensuring deadlines and regulatory timescales are met.
• Gather, analyse and evaluate evidence, applying professional judgement to determine next steps.
• Prepare reports, recommendations and formal documentation for internal committees.
• Present investigation findings to internal panels as required.

Case Management & Administration

• Accurately register and maintain complaint records on the internal CRM/case management system.
• Produce analytical, evidence‑based reports and statistical updates on complaints activity.
• Maintain full, accurate and confidential records of all investigations.
• Assist in the preparation of ad hoc reports, data requests and performance updates.
• Provide administrative support to the Complaints Committee from initial acknowledgement through to final determination.

Stakeholder Communication

• Handle enquiries from members of the public, solicitors and third parties via telephone and written correspondence.
• Communicate complex or sensitive information clearly and professionally.
• Respond to requests for information regarding individual solicitors and firms in line with legislative requirements.
• Contribute to the review and improvement of internal procedures, protocols and investigation frameworks.
• Participate in team meetings, casework discussions and project groups.
• Assist with training delivery where required and undertake relevant external training.
• Support colleagues and contribute to broader organisational goals.

Experience

• A degree in Law and at least 2 years' relevant experience, including experience of formal investigations;
• OR
• At least 5 years' relevant experience, including experience of formal investigations.

Skills & Knowledge

• Strong analytical ability with the capacity to review large volumes of information and extract key facts.
• Excellent written communication, including drafting clear reports, correspondence and recommendations.
• Excellent interpersonal and oral communication skills.
• Strong organisational and time‑management skills with the ability to prioritise effectively.
• High level of IT literacy, including Microsoft Office (Word, Excel, PowerPoint).
• Ability to work independently and collaboratively, demonstrating sound judgement and professionalism.
• Flexible, proactive and able to respond to changing workloads.
• A problem‑solving approach with the ability to handle sensitive and sometimes contentious matters.
• Experience in a regulatory environment.
• A recognised qualification in investigations or complaints handling.
• Knowledge of NI legal frameworks relevant to professional regulation.

What’s on Offer

• Contract: 12-month fixed term, with potential for permanency
• Location: Belfast, with some flexibility for home working
• Benefits include:
• Private medical insurance
• 25 days’ annual leave plus statutory holidays
• Income protection
• Salary sacrifice schemes (Tech Scheme, Cycle to Work)
• Access to affinity and discount schemes

Contact

For more details contact Orla Milligan at Pathway Legal in confidence on or email your CV to

At Pathway, we treat all applications with the highest level of confidentiality and professionalism.

In line with GDPR regulations, your personal information will only be used for recruitment purposes, stored securely and never shared without your consent. You can request to have your data removed at any time.