Insight and Engagement Officer

Office for Legal Complaints (OLC) / Legal Ombudsman; Birmingham; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player in legal services is seeking a dynamic individual to enhance engagement and insight initiatives. In this pivotal role, you will work closely with stakeholders, contribute to strategic communications, and help elevate the impact of the Legal Ombudsman. Your expertise will support the development of programs that improve legal complaint handling standards and foster transparency. Join a forward-thinking organization that values collaboration and is committed to making a difference in the community, ensuring that legal services are accessible and effective for everyone. This is an exciting opportunity to be part of a team that drives meaningful change in the legal sector.

Benefits

Stakeholder pension scheme

26 days annual leave

Flexible working hours

Group Income Protection

Life assurance

Legal Information Service

Season ticket loans

Employee Assistance programmes

Online health and wellbeing resources

Career development opportunities

Qualifications

• Proven experience in engagement, communications, and policy analysis.
• Track record of building and managing constructive relationships.

Responsibilities

• Build and manage strategic relationships with key stakeholders.
• Support the development of a strategic learning and insight programme.
• Help coordinate and represent LeO at external forums.

Skills

Communication skills

Stakeholder engagement

Policy analysis

Learning and insight development

Relationship building

Data analysis

Education

Relevant degree or equivalent experience

Tools

Data management tools

Communication platforms

Job description

Are you looking to play a key part in delivering The Legal Ombudsman (LeO) ambitions for its impact – ensuring its independent voice and experience help drive improvements in legal services?

Do you thrive in a period of growth and change, whilst continuing to elevate the Communications, Engagement and Insight of the Legal Ombudsman?

Do you have excellent communication skills, utilising discretion and diplomacy to build trusted relationships?

Within this role you will provide flexible support and input to help LeO deliver a responsive, strategic programme of external engagement and learning and insight activities.

What you will be doing:

1. Work with the Strategic Engagement Manager to build and manage strategic relationships with key stakeholder groups, including the Legal Services Board, legal regulators and professional bodies, policymakers, and consumer representatives and advocates – identifying and leveraging opportunities for alignment in achieving better outcomes for those with a legal need.
2. Support internal communications colleagues to ensure people across LeO are engaged with LeO’s outward-facing program.
3. Support LeO’s horizon-scanning function, helping us monitor and understand the impact of issues in the sector and wider legislative and policy changes.
4. Support the publication of data published about LeO’s ombudsman decisions, including ensuring the quality of this data.
5. Contribute to work to further promote the transparency of LeO’s work, including the publication of ombudsman decisions.
6. Help to identify opportunities for LeO to secure media coverage, and to respond to media requests, in a way that builds trust and confidence and effectively conveys our insight and experience.
7. Seek opportunities to contribute LeO’s unique insight to policy discussions in legal services and beyond.
8. Support the identification of and reporting on relevant risks to delivering LeO’s strategic objectives.

Learning and insight

1. Work with the Learning and Insight Manager to develop and deliver a strategic learning and insight programme that maximises LeO’s impact on standards of legal complaints handling and service – in line with the ambitions set out in the 2024-27 OLC Strategy.
2. Help to increase the timeliness and frequency of information LeO shares about recent themes and trends in complaints and notable decisions.
3. Help to plan, collate and deliver annual and more frequent reports and in-depth insights into complaint trends and LeO’s recommendations.
4. Work with those resolving complaints at LeO to define what best practice looks like, to underpin both LeO’s own programme and our participation in the Legal Services Board's work around first-tier complaint handling.
5. Help to redesign our training and learning offer.
6. Support the planning, delivery and evaluation of targeted interventions with legal providers.
7. Help to coordinate, prepare for and represent LeO at relevant external forums and networks to raise awareness of LeO’s work and share insights and best practice.
8. Support LeO to build the structures and processes needed to deliver more in this space in future years of the strategy.

About you:

• Key Attributes – trust, collaboration, respect, drive, resilience.
• Expected to demonstrate evidence of good intellectual capacity.
• Proven experience in engagement, communications, policy, learning and insight and/or analysis in an organisation with a public profile.
• Track record of building and managing constructive and external relationships.
• Experience of shaping and delivering high quality, impactful and innovative communications and engagement activities, while ensuring continuous improvement.
• Confidently working with qualitative and/or quantitative information to identify and deliver insights.

About us and why we matter:

People rely on legal services at key times in their lives – whether it’s buying a home, dealing with bereavement, having issues at work, ending a marriage, or being involved in legal action. These things really matter – and that’s why the Legal Ombudsman really matters.

If people can’t sort out a problem with a legal provider, we’re here to resolve things fairly and as quickly as possible. And as we resolve individual complaints, we share learning and insight into what we’ve seen – helping prevent the same issues arising again.

Our Benefits

1. Our total reward package includes a basic salary and a potential to earn rewards for excellent contribution to LeO.
2. Stakeholder pension scheme, whereby LeO will double your contribution up to 10%.
3. Annual Leave of 26 days per year (plus bank holidays) – (pro rata for part time staff), plus you can buy or sell 4 days leave each year.
4. Flexible hours driven by work-life balance and operated between 7am and 9pm each day, this also includes hybrid working of 60% at home and 40% in the office each week.
5. Group Income Protection – if you can’t work due to long term absence or injury, this protection can provide a regular income.
6. Life assurance of 6 times your annual salary.
7. Legal Information Service offering free advice and support with debt management, tax related matters, consumer disputes.
8. Season ticket loans – interest-free loans for travel between your home and the office.
9. Employee Assistance programmes.
10. Online health, fitness, and wellbeing resources.
11. Wellbeing champions.
12. Investment in your career development through learning and development, talent management, coaching, mentoring and on-the-job experience.

And we are:

1. Family Friendly with enhanced maternity leave and pay, paternity leave, shared parental leave, adoption leave.
2. Money friendly with access to a discount platform including thousands of discounts for supermarkets, eating out, leisure, holidays, theatre tickets etc.
3. Community friendly offering Special Leave – if you’re an active member of your community, you can get extra paid leave for public duties, volunteering activities and reserve forces duties.
4. Inclusive of all communities and we encourage applications from the widest possible range of backgrounds and circumstances.
5. A disability Confident employer, welcoming applications from disabled people. We operate the ‘offer an interview’ scheme for all disabled applicants who meet the essential criteria.

If you are successful, it’s key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include:

1. Right to work check, (applicants must be eligible to live and work in the UK).
2. Employment History references.
3. DBS criminal record check.
4. Fit for work questionnaire (for all) followed by a medical check (if applicable).
5. Qualifications and/or professional membership check (if applicable).