Complaints handler

This role of a Complaints Handler involves managing and resolving customer complaints effectively within the professional services industry. Based in Manchester, the position requires a keen eye for detail, excellent communication skills, and a strong commitment to customer satisfaction.

Client Details

Our client is a well-established law firm in Manchester, providing a wide range of legal services to both businesses and individuals. With a considerable size of over 500 employees, the firm is known for its professional approach and commitment to delivering high-quality service to its clients.

Description

Manage and resolve customer complaints efficiently and professionally
Maintain accurate records of customer interactions and transactions
Review and analyse customer complaints to identify trends and recommend improvements
Work closely with other team members and departments to resolve complaints
Ensure compliance with company policies and procedures
Provide feedback to management on customer satisfaction and areas for improvement
Contribute to the creation of a positive and supportive team environment
Participate in regular training and development activities to enhance skills and knowledge
Addressing every client grievance received by the company, leveraging comprehensive comprehension of the issues to offer support firm-wide and counsel fee earners.
Serving as the principal liaison with the Legal Ombudsman.
Conducting research on legal and regulatory updates impacting complaint management.
Upholding complaints handling protocols and maintaining a register of complaints.
Continuously analyzing data to generate quarterly reports.Profile

A successful 'Complaints Handler' should have:

A degree or equivalent qualification in a relevant discipline
Proven experience in a similar role within the professional services industry
Strong communication and interpersonal skills
Excellent problem-solving skills and the ability to handle difficult situations calmly
Proficiency in using customer relationship management (CRM) software
A commitment to continuous learning and development
Desired qualifications include proficiency in complaints management, ideally within legal contexts.
Familiarity with pertinent SRA regulations and Legal Ombudsman guidelines is essential.
Strong analytical and problem-solving capabilities are necessary, adept at identifying core issues.
Excellent communication skills, both verbal and written, characterized by clarity, assertiveness, and tact.
Ability to concisely elucidate complex concepts.

Job Offer

A competitive salary starting of £32,000 upto £38,750
The opportunity to work in a professional and supportive team environment
25 days delivery
Pension contribution
Private healthcare
An attractive holiday leave allowance
A strong culture of learning and development