Complaints & Risk Manager – Law Firm (Hybrid)

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

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.