Complaints Handler

G2 Legal Limited; Bristol; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

G2 Legal Limited is seeking a Complaints Handler in Bristol with hybrid working arrangements. You will manage complaints from acknowledgment through investigation to resolution, engaging with clients by phone and in writing to secure fair outcomes.

Ideal candidates will have at least two years’ experience in legal, financial or professional services, strong analytical and investigative skills, and excellent written and verbal communication abilities.

Qualifications

• At least two years of complaints handling experience in legal, financial or professional services.
• Ability to investigate complex issues confidently.
• Excellent written and verbal communication skills.
• Strong investigative and analytical abilities with attention to detail.

Responsibilities

• Manage around 10–12 complaints per month from acknowledgement to resolution.
• Engage with customers by telephone and written communication to resolve concerns.
• Review case files, correspondence and call recordings to establish facts.
• Prepare clear, thorough written responses.
• Undertake internal audits and report findings to directors.
• Escalate complaints in line with procedures and Legal Ombudsman requirements.

Skills

Communication skills

Investigative skills

Analytical thinking

Attention to detail

Handling sensitive conversations

Job description

Complaints Handler
Bristol – Hybrid Working

Your Role Responsibilities

• Manage around 10–12 complaints per month
• Engage with customers by telephone and in writing, listening carefully to their concerns and working towards fair, positive outcomes
• Manage each case from initial acknowledgement through investigation to resolution
• Manage escalated complaints in line with established procedures and Legal Ombudsman requirements
• Review complex case files, correspondence and call recordings to establish the facts
• Prepare clear, thorough and professional written responses
• Undertake internal audits, investigate service standards and report findings to the directors

About You

• At least two years’ experience in handling complaints within legal, financial or professional services
• Confident investigating complex issues
• Manage sensitive conversations and deliver well-reasoned outcomes
• Excellent written and verbal communication skills
• Strong investigative and analytical skills, coupled with exceptional attention to detail

Experience within probate, estate administration or the legal sector would be advantageous, but not essential. Training will be provided.