Complaints & Risk Analyst - Client Care & Compliance

JMW SOLICITORS LLP; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

JMW SOLICITORS LLP is seeking a Complaints Assistant to join the central Risk & Compliance team in Manchester. You will help ensure client complaints are handled fairly and in line with policy and regulatory expectations, supporting investigations, response drafting and data analysis.

You will collaborate with risk and compliance, legal and central teams, maintaining records and contributing to process improvements to uphold high standards of client service and risk management.

Qualifications

• Excellent written communication; ability to draft concise, accurate responses.
• Strong analytical skills with the ability to assess information and identify key issues.
• Excellent organisational skills with ability to manage deadlines and records.
• Sound judgement and discretion with handling confidential information.
• Ability to work collaboratively with colleagues at different levels of seniority.
• Good working knowledge of Microsoft Office and case management systems.

Responsibilities

• Receive, acknowledge, investigate, and support the Complaints Lead in responding to client complaints.
• Review matter files, correspondence and notes to establish facts and merits of complaints.
• Prepare clear, well-reasoned complaint responses and final letters where appropriate.
• Consult with fee earners, supervisors and risk and compliance colleagues for information and outcomes.
• Identify opportunities for early resolution, including remedies, apologies or goodwill gestures.
• Maintain accurate complaints records with deadlines, actions and outcomes.
• Monitor complaint trends and produce reports for management and risk purposes.
• Support ongoing improvements to complaints handling processes and client care standards.

Skills

Written communication

Analytical skills

Organisational skills

Discretion

Collaboration

MS Office / case management

Tools

Case management systems

MS Office suite

Job description

JMW SOLICITORS LLP is seeking a Complaints Assistant to join the central Risk & Compliance team in Manchester. You will help ensure client complaints are handled fairly and in line with policy and regulatory expectations, supporting investigations, response drafting and data analysis.

You will collaborate with risk and compliance, legal and central teams, maintaining records and contributing to process improvements to uphold high standards of client service and risk management.