Complaints Handler

Diamond Search Recruitment; Gravesend; On-site; GBP 60,000 - 80,000; Full time

Job summary

A well-established law firm in Gravesend is seeking a Complaints Handler to join their team. The role involves managing client service issues and ensuring timely resolutions while maintaining professionalism. Ideal candidates will have experience in a regulated complaints environment, strong attention to detail, and the ability to prioritize tasks effectively. The position offers competitive benefits, including holiday accrual, private healthcare, and discounts on legal services.

Benefits

20 days holiday plus statutory and bank holidays

Private healthcare through AXA

30% discount on all legal services

Introduction bonuses for new staff

£100 sick bonus for zero days off sick

Qualifications

• Experience of working within a complaints environment within a regulated environment.
• Ability to work on own initiative and prioritize work to meet deadlines.
• Strong attention to detail in handling inquiries.

Responsibilities

• Receive and acknowledge all client service issues in line with the complaints procedure.
• Conduct thorough investigations of all client service issues by discussing with clients and staff.
• Resolve client service issues in a timely manner to ensure client retention.

Skills

Attention to detail

Effective communication

Problem-solving

Job description

Diamond Search Recruitment are working with a well-established and successful Law Firm and assisting them in the hire of a Complaints Handlerto join their team.

Key responsibilities will include:

As a Complaints Handler, you will play a crucial role in maintaining our commitment to delivering exceptional customer service. You will be responsible for receiving and acknowledging all client service issues, conducting thorough investigations, and ensuring timely resolutions. You will maintain the highest level of professionalism while focusing on quick and efficient solutions.

• Receive and acknowledge all client service issues in line with the complaints procedure
• Thoroughly investigate all client service issues through discussion with the client and appropriate internal staff
• Resolve all client service issues in a timely manner, always focusing on client resolution and retention
• Maintain the highest level of professionalism, whilst focusing on quick and efficient solutions whenever possible

Ideal candidate would have attention to detail and be articulated in handling enquiries.

• Monitor daily activities of each client services executive, disseminating daily duties, tracking performance and training staff on operating procedures and company services
• Administration
• Experience of working within acomplaints environmentwithin aregulated environment
  
• Work on own initiative and to prioritise work in order to meet any deadlines set
• Be the first point of contact for all complaints and will be drafting letters etc, if the complaints are escalated then they will refer to theLegal Ombudsman
• 20 days holiday plus statutory and bank holidays (holiday accrues by one day each year after two years continuous employment to a maximum of 25 days after 5 years of continuous service, i.e. 2-3 years service is 22 days, 3-4 years is 23 days, 4-5 years is 24 days 5 years + is 25 days)
• Private healthcare through AXA after six months of continuous employment
• 30% discount on all legal services for members of staff where you instruct the Firm
• 25% discount on legal services for staffs immediate family members (namely parents, siblings and children)
• Introduction bonuses payable if you introduce a new member of staff to the Firm (subject to terms and conditions)
• No sick bonus of £100 payable in December if you have zero days off sick in the year

Immediate Interviews Available!

Diamond Search Recruitment is acting as an Employment Agency in regards to this vacancy.