Complaints Manager

Harrison Clark Rickerbys Legal LLP; Worcester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a skilled Complaints Manager to join their team. In this vital role, you will oversee the management of complaints, ensuring they are handled with care and professionalism. Collaborating closely with Solicitors and Partners, you will ensure that all complaints are resolved in line with legal requirements and best practices. This position offers an opportunity to lead and mentor junior team members while maintaining high standards of customer service. Join a forward-thinking organization that values diversity and is committed to providing exceptional service to its clients.

Benefits

27 days annual leave

Bonus scheme

Life Assurance

Healthcare cash-plan

Gym membership contribution

Electric vehicle scheme

Cycle to Work scheme

Flu vaccinations

Qualifications

• Proven experience in managing complaints or claims in a legal setting.
• Strong emotional intelligence and excellent communication skills.

Responsibilities

• Manage and resolve complaints, ensuring compliance with legal regulations.
• Collaborate with Solicitors and Partners to address complaints effectively.

Skills

Complaint Management

Emotional Intelligence

Customer Service Skills

Communication Skills

Regulatory Knowledge

Organizational Skills

Supervising Skills

Problem-Solving Skills

Education

Experience in Complaint Handling

Legal Qualification

Job description

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About The Role

We are looking for a skilled and experienced Complaints Manager to join our team at HCR Law. This role involves handling various complaints that are raised against the firm, ensuring that they are addressed thoroughly and effectively in line with best practices and legal requirements. You will collaborate closely with Solicitors, Partners, and other senior staff members to resolve complaints and maintain the firm's high standards of service.

You will need to be emotionally intelligent and have excellent customer service skills to deal with complex, sometimes challenging situations. Your role will also involve overseeing and supporting junior team members to ensure they follow best practices in managing complaints.

Key Responsibilities:

• Complaint Management:
  Manage and resolve complaints, ensuring they are handled fairly, promptly, and in line with internal processes and legal regulations.
• Collaboration with Solicitors and Partners:
  Work closely with Solicitors, Partners, and other senior staff to ensure complaints are addressed correctly. Offer advice on more complex cases and ensure compliance with regulations.
• Liaising with the Ombudsman:
  Manage complaints escalated to the Legal Ombudsman, preparing responses, gathering necessary information, and ensuring we meet all Ombudsman requirements.
• Process Compliance and Improvement:
  Identify and suggest improvements to the complaint management process where necessary.
• Customer Service Excellence:
  Provide exceptional customer service by responding with empathy, understanding, and professionalism to clients.
• Supervising Junior Team Members:
  Lead and support junior team members, providing training and guidance to ensure they handle complaints effectively and maintain high standards.
• Compliance and Risk Management:
  Ensure the complaints process complies with all relevant laws and regulations to minimise risk for the firm and its clients.

About You

Key Skills and Experience

• Proven experience in managing complaints or claims, ideally in a legal or professional services setting.
• Strong emotional intelligence and the ability to handle difficult situations with empathy and professionalism.
• Excellent communication skills, both written and verbal, with the ability to influence and negotiate.
• Knowledge of regulatory standards and best practices for managing complaints in a legal setting.
• Ability to manage multiple complaints at once while maintaining a high standard of care.
• Experience supervising and mentoring junior staff.
• A proactive approach to solving problems.
• Excellent organisational skills and attention to detail.

Education and Qualifications:

• Relevant experience in complaint handling, legal services, or customer service.
• A legal qualification or relevant training in complaint management is a plus but not essential.
• Familiarity with the Legal Ombudsman process is beneficial.

Benefits of working with us as a Paralegal include:

• 27 days annual leave (plus public holidays)
• Bonus scheme
• Life Assurance
• Scottish Widows Pension Scheme
• Healthcare cash-plan
• 1/3 gym membership contribution
• Electric vehicle scheme
• Happy People/Perks at Work benefits portal
• Cycle to Work scheme
• Flu vaccinations

As HCR is an equal opportunities employer, we don't just accept differences, we celebrate them. We want to attract a diverse and ambitious workforce that reflects all backgrounds and skills to create a workplace that is supportive and inclusive, recognises and nurtures talent, and which works together to achieve the best outcome for our clients.

We also want you to achieve your absolute best during the recruitment process. Please let us know of any changes we can make at any point that will help support your application. If this opportunity sounds of interest to you, please make an application and submit your CV.