About The Role
We are looking for a skilled and experienced Complaints Manager to join our team at HCR Law. This role involves handling complaints raised against the firm, ensuring they are addressed thoroughly and effectively in line with best practices and legal requirements. You will collaborate closely with Solicitors, Partners, and other senior staff to resolve complaints and maintain the firm’s high standards of service.
You will need to be emotionally intelligent and have excellent customer service skills to deal with complex, challenging situations. Your role will also involve overseeing and supporting junior team members to ensure they follow best practices in managing complaints.
Key Responsibilities
- Complaint Management: Manage and resolve complaints fairly, promptly, and in line with internal processes and legal regulations.
- Collaboration with Solicitors and Partners: Work closely with Solicitors, Partners, and other senior staff to ensure complaints are addressed correctly and maintain compliance.
- Liaising with the Ombudsman: Manage complaints escalated to the Legal Ombudsman, preparing responses, gathering information, and meeting all Ombudsman requirements.
- Process Compliance and Improvement: Identify and suggest improvements to the complaint management process.
- Reporting: Create regular reports detailing trends, outcomes, and actions taken. Share findings with management and recommend improvements.
- Customer Service Excellence: Provide exceptional customer service by responding with empathy, understanding, and professionalism.
- Supervising Junior Team Members: Lead and support junior team members, providing training and guidance.
- Compliance and Risk Management: Ensure the complaints process complies with all relevant laws and regulations to minimise risk.
Key Skills and Experience
- Proven experience in managing complaints or claims, ideally in a legal or professional services setting.
- Strong emotional intelligence and ability to handle difficult situations with empathy and professionalism.
- Excellent communication skills, both written and verbal, with ability to influence and negotiate.
- Knowledge of regulatory standards and best practices for managing complaints in a legal setting.
- Ability to manage multiple complaints concurrently while maintaining high standards of care.
- Experience supervising and mentoring junior staff.
- Proactive approach to solving problems.
- Excellent organisational skills and attention to detail.
Education and Qualifications
- Relevant experience in complaint handling, legal services, or customer service.
- A legal qualification or relevant training in complaint management is a plus but not essential.
- Familiarity with the Legal Ombudsman process is beneficial.
Benefits
- 28 days annual leave (plus public holidays)
- Bonus scheme
- Life Assurance
- Scottish Widows Pension Scheme
- Healthcare cash-plan
- Gym membership contribution
- Electric vehicle scheme
- Access to Happy People/Perks at Work benefits portal
- Cycle to Work scheme
- Flu vaccinations
Equal Opportunities
HCR is an equal opportunities employer. We do not discriminate on the basis of sex, race, age, disability, or any other protected characteristic.
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