Complaints & Compliance Manager

Complaints & Compliance Manager, Birmingham, £45,000+ (DOE) – This is a key role within the firm, responsible for ensuring complaints are handled with professionalism, care, and a strong focus on resolution and continuous improvement. JOB REF:3420.

Responsibilities

• Play an important part in protecting and enhancing client relationships, ensuring that every concern is managed effectively and in line with regulatory expectations.
• Take ownership of the complaints process from start to finish, ensuring a consistent, fair, and high-quality approach.
• Act as a central point of contact for complaints, handling sensitive matters with discretion and professionalism.
• Ensure compliance with relevant regulatory standards and best practice.
• Identify trends and recurring issues, providing insight to support continuous improvement.
• Support and mentor junior colleagues involved in complaint handling.

Skills Required

• Proven experience managing complaints or claims, ideally within a legal or professional services environment.
• Confident and solutions-focused professional with strong interpersonal skills.
• Excellent written and verbal communication skills, with the ability to influence and negotiate effectively.
• Strong understanding of regulatory requirements and best practice in complaints handling.
• Strong organisational skills and the ability to prioritise effectively in a fast-paced environment.

On Offer

• Competitive remuneration package
• Genuine career progression

How to Apply

To apply contact Penny Trotman at eNL on 0121 454 1004 or email penny.trotman@enllegal.co.uk with your CV, or simply call for a confidential discussion. eNL will never share your CV with a third party without your express permission. As part of our candidate care process, we aim to respond to all applications in 7 days. If you have not been contacted within this timescale, your application has been unsuccessful on this occasion. Please note our advertisements use PQE/salary levels purely as a guide.

EEO Statement

At eNL we value diversity and inclusion. We want to attract people at all levels and encourage applications from all suitably qualified candidates whatever your ethnicity, religion, age, physical or mental disability, sexual orientation, gender identity or any characteristics protected by law in the jurisdictions in which we operate.

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