Corporate Complaints Officer

UK Regulators' Network; Birmingham; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Solicitors Regulation Authority in Birmingham is seeking a Corporate Complaints Officer to investigate, respond to, and resolve escalated complaints about our service. You will work within a small, specialist Corporate Complaints team handling complaints across areas such as compensation fund decisions or professional conduct matters.

The role focuses on analysing complex files, ensuring fair customer service, and driving continuous improvement.

Qualifications

• Experience handling complaints and delivering customer service.

Responsibilities

• Investigate, respond to and resolve escalated complaints about our service.

Job description

Solicitors Regulation Authority

Solicitors Regulation Authority, https://www.sra.org.uk/sra/jobs/careers/

Requirements of the role

As a Corporate Complaints Officer you will be working as part of a small and specialised Corporate Complaints team investigating, responding to and resolving escalated complaints about our service. This will include complaints about any area of our work, such as how we have handled somebody’s application to our compensation fund, or dealt with a complex report about a solicitor’s professional behaviour.

You will be dealing with complaints from customers who have received a response from our operational units but remain dissatisfied. And you will be looking into high profile, sensitive and sometimes protracted complaint matters. As with any complaints focused role, you will sometimes deal with challenging calls and correspondence.

This role holder will enjoy analysing complex investigation files and have a real commitment to fair and excellent customer service and continuous improvement.

It is of great importance that we use the information that we gain from complaints to continuously improve what we do. Working to pinpoint the lessons we can learn is a key part of this role. You will be skilled at listening and working with colleagues to understand how issues have arisen. And able to give constructive feedback in a collaborative way to support the organisation to improve its work.

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Location

Birmingham

Contract type

Full time, Permanent

Profession

Analysis, Communications, Complaints, Corporate, Investigator, Legal, Regulation

Working pattern

Flexible working, Hybrid

Closing Date

26/10/2026