Complaints Handler

Confidential; West of England; Hybrid; GBP 28,000 - 40,000; Full time

Job summary

Confidential in Bristol is seeking a Complaints Handler to join a specialist professional services business operating in the legal sector. The role combines complaint handling with internal audit, quality assurance and service improvement, dealing with complex customer complaints and helping raise service standards.

You will manage the end-to-end case lifecycle from acknowledgement to resolution, conduct investigations, and prepare clear written responses. Training will be provided.

Qualifications

• 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.

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.

Skills

Complaint handling

Investigative skills

Written communication

Verbal communication

Attention to detail

Legal sector experience

Internal audit awareness

Job description

Complaints Handler
Bristol - Hybrid Working

This is an opportunity for a complaints handler to join a specialist professional services business operating in the legal sector. The role combines complaint handling with internal audit, quality assurance and service improvement. You will deal with complex customer complaints, investigate issues thoroughly and help identify opportunities to improve service standards.

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.