Complaints Handler

Description

One of the UK's largest and foremost law firms is currently looking to recruit a Complaints Handler. As an experienced call handler you would play a key role as part of the Client Care & Resolution team, providing expert advice and resolving service complaints from clients, ensuring the business meets its regulatory and legal obligations.

The role will suit someone passionate about driving positive client experiences, willing to learn and able to thrive in a fast-paced environment. Some experience within a regulated environment would be highly desirable.

Offering a salary up to £35,000 plus excellent benefits including pension scheme, childcare vouchers, and discounted gym membership, this is a fantastic opportunity to join one of the most respected law firms in the UK, recently ranked in the Best Workplaces for Wellbeing for Large Organisations 2024.

Full-time permanent role Monday to Friday 9-5, hybrid working. Birmingham or Sheffield will be the base location and office attendance will be 2 days per week.

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The Role

As a Complaints Handler you will be instrumental in providing expert advice and resolving service complaints from clients, working closely with the Legal Ombudsman and staying up to date with their policies and procedures. Responsibilities will include…

- Handling complex complaints, attempting informal resolution by telephone and producing written responses in accordance with complaints procedure

- Collaborating with fee earners at all levels and clients to investigate and resolve service complaints

- Providing documentary evidence to the Legal Ombudsman to facilitate complaint resolution

- Identifying and escalating potential compliance or reputational issues to a Senior Officer

- Developing a thorough understanding of Legal Ombudsman scheme rules and guidance

- Contributing your views and suggestions and participate in broader department projects

- Recording and maintaining complaint records on internal systems

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The Candidate

You will be passionate about customer service and helping others, articulate, have an excellent telephone manner, good IT skills as well as the ability to quickly adapt to new processes and procedures. Experience in complex complaint handling within a high-pressure environment regulatory environment ideal, preferably with an understanding of SRA or FCA. Ability to work effectively under pressure, both independently and as part of a team will be essential.

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The Package

Salary £30,000 - £35,000 with the following benefits…

- A huge number of well-being initiatives to encourage positive mental health both in and out of the workplace

- Flexible working options to make sure that you're fully supported to work the way that best suits you

- Westfield health membership, offering discounted leisure and travel and refunds on medical services

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The Company

The business you'll be working for is one of the largest law firms in the UK, operating out of 14 UK offices with over 2,500 members of staff. They are proud of their values and offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace.

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Interested? If you think you're right for this Complaints Handler role, then click the 'Apply Now' button, send us your CV and we'll consider you for the first round of interviews. Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy

Ad ID: 5416994201