Legal Professional (Regulatory Body)

linkup; Belfast; On-site; GBP 29,000 - 38,000; Full time

Job summary

A legal regulatory body in Belfast is seeking a Complaints Case Officer to join their team on a 12-month contract, with potential for permanence. The role involves investigating complaints about solicitors, maintaining contact with stakeholders, and providing administrative support to the Solicitors Complaints Committee. Candidates should have a law degree with relevant experience. This position offers a salary range of £29,085 to £37,813, depending on experience, and various employee benefits including private medical insurance.

Benefits

Private medical insurance

Contributory pension scheme

25 days of leave per annum

Income protection benefits

Qualifications

• A degree in law and at least two years of relevant experience, or five years of relevant experience.
• Excellent analytical skills to review large volumes of materials.
• Strong IT and typing skills are essential.

Responsibilities

• Process and assess complaints against solicitors.
• Maintain contact with complainants and solicitors.
• Provide statistical data and reports on complaints.

Skills

Analytical skills

Excellent communication

IT skills

Time management

Problem-solving

Education

Degree in law

Relevant experience

Tools

Microsoft Office Suite

Job description

Overview

Your New Company A legal Regulatory body in Belfast is conducting a search for a Complaints Case Officer to join their team in Belfast on a 12-month fixed term contract basis with potential to be made permanent. The Complaints Case Officer supports the Solicitor Complaints Manager and the Head of Professional Conduct in dealing with matters pertaining to the service provided by solicitors to the public. This role would be particularly suitable for someone with operational experience of working in a law practice.

Key Responsibilities

• Process correspondence, assist in the initial assessment of complaints regarding the service provided by a solicitor, register complaints for investigation, and handle telephone enquiries from complainants and solicitors as required.
• Ensure complaint correspondence is retained on the CRM casework system and deal with enquiries received from solicitors and other parties.
• Investigate and respond to complaints in accordance with the Solicitors (NI) Order 1976, as amended, and The Legal Complaints and Regulation Act (NI) 2016, under the direction of the Solicitor Complaints Manager and Head of Professional Conduct.
• Maintain continued contact with members of the public and solicitors as required.
• Provide initial assessments of complaints for consideration by the Solicitors Complaints Committee.
• Provide continued administrative assistance to the Solicitors Complaints Committee as part of its secretariat from initial complaint acknowledgement to issuance of final determinations and directions.
• Provide the Solicitor Complaints Manager and Head of Professional Conduct with applicable complaint statistics and data.
• Assist in the provision of ad hoc reports as requested concerning complaints and other feedback.
• Communicate effectively with members of the public, the solicitors profession and third parties both by telephone and in writing.
• Assist in updating internal procedures and protocols to maintain the effective investigation of complaints.
• Respond to enquiries received from solicitors and members of the public regarding individual solicitors and firms in accordance with the applicable legislation.
• Investigate and manage a variety of complex cases with thorough knowledge of the relevant legislation, policies and procedures, including gathering, analysing and evaluating evidence and making decisions relating to the direction of the investigation.
• Ensure that investigative processes are carried out in accordance with established procedure, legislative requirements and best practice methods of investigation.
• Report and present findings of an investigation to the Solicitors Complaints Committee.
• Assume responsibility for personal caseload, planning and prioritising to ensure timescales and deadlines are met.
• Analyse complex, sensitive and/or contentious information, exercise professional judgement and decision-making in relation to cases.
• Produce analytical and evidence-based reports with proposed recommendations.
• Draft formal documentation for use within the remuneration and complaints process.
• Participate in regular casework meetings, reporting to management with recommendations and providing up-to-date accurate information about cases.
• Maintain full and accurate records securely in respect of all investigations, whether kept manually or electronically, in line with information governance policies and to ensure accurate statistics can be produced.
• Maintain confidentiality.
• Compile and analyse statistics relating to the work of the conduct department.
• Undertake other duties that may reasonably be requested which are appropriate to the level of the post.
• Respond proactively to colleagues, participate in team working, work to corporate policies and procedures and contribute to the business of the employer.
• Participate in internal and external project groups as required.
• Continuously review processes and procedures and develop frameworks and tools for their improvement.
• Undertake relevant training and, where required, deliver training to others.
• Work within a performance management framework, including participation in supervision and appraisal processes.
• Undertake any other reasonable duties deemed necessary for successful delivery of the employer’s objectives.

Qualifications

• Possess a degree in law and have at least two years relevant experience including experience of formal investigation, OR at least five years relevant experience including experience of formal investigation.
• Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel) and other commonly used office packages.
• Strong IT and typing skills.
• Excellent analytical skills with an ability to review a large volume of materials to clearly identify relevant facts.
• Excellent written communication and drafting skills, with demonstrable ability to produce clear and concise correspondence, reports, and recommendations.
• Excellent interpersonal, oral, and written communication skills.
• Excellent time‑management skills with the ability to prioritise tasks, work well under pressure and adjust work schedules to respond to urgent matters.
• Ability to apply sound judgement to ensure decisions are taken in accordance with departmental procedures and policies.
• Ability to work independently, flexibly, and efficiently.
• Confidence to work alone, but also as part of a team.
• Flexibility and adaptability to changing workloads.
• A problem‑solving approach to work.
• Desirable: experience working in a regulatory context, a relevant qualification in investigation/complaints handling, and/or knowledge of the general law in Northern Ireland including the Solicitors Order (NI) 1976 and The Legal Complaints and Regulation Act (NI) 2016.

Benefits

• Individual private medical insurance with immediate opportunity to benefit.
• Employee portal and mobile apps for support and claim assistance.
• Leave entitlement of 25 days per annum in addition to normal public and bank holidays.
• Contributory pension scheme – employer contributes at a rate of 10% of salary.
• Death in Service at four times gross salary.
• Income protection in the event of long‑term illness with added benefits including the Employee Assistance Programme, Be Well Helpline, Later Life Care, Virtual GP, Mental Health Services, Online Physiotherapy Service, Second Medical Opinion, Medical Concierge, Nurse Support Services, Long‑term Chronic Condition Support and Vocational rehabilitation support.
• Salary sacrifice schemes – Tech Scheme and Cycle to Work Scheme.
• Affinity schemes with local organisations including Victoria Square, Q Parking, Agnew Corporate and Kingsbridge Private Hospital.
• Annual Health and Wellbeing Events.
• Salary scale: £29,085 to £37,813 depending on experience.

How to Apply

Please submit your CV confidentially no later than Monday 12 January 2026 at 12:00 pm together with a covering letter (not more than 2 × A4 pages) setting out how you meet the essential and desirable criteria. If you prefer to chat about the role confidentially before submitting your CV, please get in touch via the contact details provided. Our client will consider all CVs on Monday 12 January and will shortlist candidates who will be notified of interview times shortly thereafter.

Equal Opportunities Statement

Our client is an Equal Opportunities employer. Applicants for the post of Complaints Case Officer will be assessed in accordance with the criteria set out. It is the applicant’s responsibility to provide evidence in their CV, covering letter and assessment of how well they meet the criteria. Applicants will be shortlisted for interview only on the basis of information contained in their CV and covering letter. Our client may operate a reserve list for future vacancies at this level or lower levels which is maintained for six months only.