Complaints Manager

The complaints Manager is responsible for managing client complaints through to resolution, ensuring matters are handled fairly, professionally, and in line with regulatory requirements. The role involves investigating complaints, recommending appropriate resolutions, liaising with the Legal Ombudsman where required, and helping to identify improvements to reduce future complaints.

Key Responsibilities

Discussing the reason for the complaint with the client to understand whether the complaint is valid and how issues can be resolved informally or formally Communicating with Fee Earners and Solicitors of all levels to query case history and discuss resolution, recommending proposals in line with Ombudsman guidelines Maintaining the LLP’s Complaints Register and maintaining accurate records of all complaints and outcomes in line with regulatory requirements Reviewing files and correspondence, providing timely and technically correct, phone and written responses, including drafting proposed and / or agreed resolutions, to clients following the investigation Managing the end-to-end complaints process, ensuring timely and effective resolution and act as the primary point of contact for client complaints and concerns Providing regular reporting and analysis of complaint trends for senior management and implement improvements where necessary Providing feedback and training to staff on complaint prevention and resolution Escalating any serious complaint or reputational risk to the Director of Risk

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