Senior Complaints Executive

Shakespeare Martineau; Birmingham; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Flexible working

Agile working

UK hubs

Job summary

Shakespeare Martineau is seeking a Senior Complaints Executive to develop and deliver its complaints handling and investigations function. Reporting to the Legal Director, you will oversee end-to-end complaints from inception to resolution, working with senior stakeholders across legal and non-legal teams, regulators and insurers.

You will help identify trends, improve processes, support regulatory compliance and coach colleagues, with the role suiting a qualified solicitor or equivalent

Qualifications

• Experience managing complaints, investigations, risk or regulatory matters within a professional services environment.
• Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable.
• Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness.

Responsibilities

• Support and develop Ampa's complaints and investigations function, focusing on supporting internal clients.
• Manage complaints and investigations from initial receipt through to resolution.
• Draft high-quality responses to complex complaints and investigations.
• Conduct and coordinate root cause analyses to identify opportunities for improvement.
• Build strong relationships with senior stakeholders across the Ampa Group.
• Liaise with regulators, insurers and the Legal Ombudsman where required.
• Identify matters that may require insurer notification or regulatory escalation.
• Maintain complaints data and produce meaningful management information, reporting and trend analysis.
• Drive continuous improvement through insight, training and process enhancements.
• Develop and maintain complaints handling procedures, precedents and best practice guidance.
• Support quality assurance, accreditation processes and external audits.
• Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements.
• Contribute to business development activities, client relationship management and service growth initiatives.
• Present findings, trends and recommendations to senior leadership teams and insurers.
• Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions.

Skills

Complaints handling

Investigations

Regulatory compliance

Stakeholder management

Data analysis

Client relationships

Leadership

Education

Solicitor

Job description

Department: Northelm - Managed Legal Services - Claims & Regulatory Investigations - Claims & Regulatory Investigations - 6002

Location: Flexible

Description

• Support a growing service line- Play a pivotal role in building and delivering a high-quality complaints and investigations function, supporting internal brands.
• Influence business improvement- Work closely with senior leaders, regulators, insurers and operational teams to identify trends, drive service improvements and strengthen risk management across the Ampa Group.
• Develop your career. As the service grows, you'll have the opportunity to broaden your responsibilities and help shape a developing area of the business.

The role

We're looking for a Senior Complaints Executive to join Ampa and support the development and delivery of our complaints handling and investigations function. Reporting to the Legal Director responsible for claims and complaints, you'll oversee complaints and investigations from inception through to resolution. This is a unique opportunity to help shape a growing service line, working with senior stakeholders across legal and non-legal businesses, regulators, insurers and the Legal Ombudsman. You'll play a key role in identifying trends, improving processes, supporting regulatory compliance and helping colleagues navigate challenging situations. We're looking for someone who combines excellent judgement, strong stakeholder management skills and a practical, solutions-focused approach. The role would suit a qualified solicitor or an individual with equivalent experience in complaints handling, investigations, risk, regulatory compliance or professional services.

Key Responsibilities

• Support and develop Ampa's complaints and investigations function, focusing on supporting internal clients
• Manage complaints and investigations from initial receipt through to resolution
• Draft high-quality responses to complex complaints and investigations
• Conduct and coordinate root cause analyses to identify opportunities for improvement
• Build strong relationships with senior stakeholders across the Ampa Group
• Liaise with regulators, insurers and the Legal Ombudsman where required
• Identify matters that may require insurer notification or regulatory escalation
• Maintain complaints data and produce meaningful management information, reporting and trend analysis
• Drive continuous improvement through insight, training and process enhancements
• Develop and maintain complaints handling procedures, precedents and best practice guidance
• Support quality assurance, accreditation processes and external audits
• Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements
• Contribute to business development activities, client relationship management and service growth initiatives
• Present findings, trends and recommendations to senior leadership teams and insurers
• Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions

Skills, Knowledge & Expertise

• Experience managing complaints, investigations, risk or regulatory matters within a professional services environment
• Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable
• Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness
• Strong communication and stakeholder management skills, with confidence influencing senior leaders and producing high-quality written responses
• Analytical thinking, using data and insight to identify trends, manage risk and drive continuous improvement
• Commercial awareness and enthusiasm for helping grow new services and build strong client relationships
• Excellent organisation, adaptability and the ability to manage competing priorities in a fast-paced environment
• A collaborative, proactive mindset with a commitment to delivering exceptional client service
• Leadership experience is desirable, with the ability to supervise, coach and develop others

Benefits, Agile Working and Additional information

We embrace agile working and offer a blended approach to where and how we work.

We appreciate that people have different needs and preferences and we're keen to be flexible, after all, we value what you do, not where you do it.

We have the following hubs across the UK: Birmingham, Bristol, Edinburgh, Leeds, Leicester, Lincoln, London, Manchester, Milton Keynes, Nottingham, Sheffield, Stratford upon Avon & Tunbridge Wells.

Want to find out more about our amazing benefits?

Additional information

Please be aware, for some vacancies, where we receive high numbers of applications we may need to bring the close date forward.

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted. Details of the checks can be found here.

Equal opportunities

Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures. We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences. Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.