Complaints Manager

Simpson Millar Solicitors; Manchester; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Annual leave 27 days

Pension contributions

Hybrid working

Professional development

Job summary

Simpson Millar LLP is seeking a Complaints Manager to lead the end-to-end handling of client complaints, ensuring fair, professional treatment and adherence to regulatory requirements. You will investigate, propose resolutions, and liaise with Fee Earners and Solicitors to drive appropriate outcomes.

The role involves maintaining the Complaints Register, drafting timely responses, and escalating serious issues to the Director of Risk & Compliance while contributing to continuous service

Qualifications

• Excellent verbal and written communication skills
• Experience working in a law firm or similar environment
• Strong understanding of complaint handling and regulatory obligations
• Knowledge of Legal Ombudsman processes and client care requirements

Responsibilities

• Discuss the reason for the complaint with the client to assess validity and resolution options
• Communicate with Fee Earners and Solicitors to discuss history and propose resolutions per Ombudsman guidelines
• Maintain the LLP’s Complaints Register and records of outcomes per regulatory requirements
• Review files and drafts responses, maintaining timely and technically correct communications with clients
• Manage end-to-end complaints process and provide regular reporting on trends to senior management
• Provide feedback and training to staff on complaint prevention and resolution
• Escalate serious complaints or reputational risk to the Director of Risk & Compliance
• Assist with evidence collation and Ombudsman responses as requested
• Support team members with resolutions when needed

Skills

Communication skills

Education

Qualified Solicitor (England & Wales) or CILEX

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