Complaints Manager

Simpson Millar LLP Solicitors; Lancashire; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

27 days annual leave

Enhanced pension contributions

Professional development opportunities

Job summary

Simpson Millar LLP Solicitors is seeking a Complaints Manager to lead the end-to-end handling of client complaints. The role focuses on fair, professional, and regulatory-compliant processes, including investigation, resolution, and liaison with the Legal Ombudsman where needed.

The successful candidate will oversee the complaints register, provide clear communication to clients and Fee Earners, and drive improvements to reduce future complaints while reporting trends to senior management.

Qualifications

• Qualified solicitor status in England and Wales or CILEX.
• Strong legal knowledge across relevant practice areas.
• Excellent verbal and written communication skills.

Responsibilities

• Discuss the reason for the complaint with the client and assess validity.
• Liaise with Fee Earners and Solicitors to discuss history and resolutions.
• Maintain Complaints Register and ensure regulatory record-keeping.
• Draft timely and accurate responses to clients post-investigation.
• Manage end-to-end complaints process and provide regular reporting.

Skills

Qualified Solicitor England & Wales

CILEX

Legal knowledge

Communication skills

Education

Legal qualification (Solicitor England & Wales)

CILEX qualification

Job description

The complaints Manager is responsible for managing client complaints through to resolution, ensuring matters are handled fairly, professionally, and in line with regulatory requirements.

The role involves investigating complaints, recommending appropriate resolutions, liaising with the Legal Ombudsman where required, and helping to identify improvements to reduce future complaints.

Key Responsibilities:

• Discussing the reason for the complaint with the client to understand whether the complaint is valid and how issues can be resolved informally or formally
• Communicating with Fee Earners and Solicitors of all levels to query case history and discuss resolution, recommending proposals in line with Ombudsman guidelines
• Maintaining the LLP's Complaints Register and maintaining accurate records of all complaints and outcomes in line with regulatory requirements
• Reviewing files and correspondence, providing timely and technically correct, phone and written responses, including drafting proposed and / or agreed resolutions, to clients following the investigation
• Managing the end-to-end complaints process, ensuring timely and effective resolution and act as the primary point of contact for client complaints and concerns Providing regular reporting and analysis of complaint trends for senior management and implement improvements where necessary
• Providing feedback and training to staff on complaint prevention and resolution
• Escalating any serious complaint or reputational risk to the Director of Risk & Compliance
• Assisting with the collation of evidence bundles and official response to Ombudsman complaints as and when requested
• Assisting members of the team with resolutions when necessary

Why Join Simpson Millar?

At Simpson Millar, you'll be part of a people-focused firm that is committed to delivering exceptional client care while supporting the development and wellbeing of its colleagues. We offer all level 3 employees:

• 27 days' annual leave, plus bank holidays and the option to purchase additional days
• We pride ourselves on offering flexibility and a healthy work-life balance, our hybrid working policy requires employees to attend the office just 2 days per month, however most teams get together once per week and you're more than welcome to attend as much as you like, we encourage you to find the balance that works best for you.
• Enhanced employer pension contributions
• Opportunities for professional development and career progression and more

Key Requirements:

The ideal candidate will:

• Be a Qualified Solicitor in England and Wales or a CILEX
• Have demonstrated experience of working in a similar capacity in a law firm
• Have a good working knowledge of legal matters and case handling across a range of practice areas.
• Have an understanding of the complaint handling process within a law firm and the LLP's regulatory obligations particularly in regard to Client care
• Have an understanding of the working of the Legal Ombudsman and experience of their process
• Have excellent verbal and written communication skills with a professional written and telephone manner

Equality, Diversity & Inclusion

Simpson Millar is committed to building a diverse and inclusive workplace where everyone is valued, respected, and given equal opportunity to succeed. We welcome applications from all backgrounds and are dedicated to creating an environment where our colleagues can be themselves, thrive, and reach their full potential. We believe that diversity of thought, experience, and perspective makes us stronger and helps us better serve our clients, colleagues, and communities

Please note that we recruit on a rolling basis. We reserve the right to assess applications and make an appointment before the advertised closing date, therefore early applications are encouraged.