Complaints Handler

STARTING SALARY: £24,000 per annum.
The primary function of the role; to provide direct support to the COLP in respect of client quality issues including responses to complaints.
A driving licence and access to a car is essential.

Key Responsibilities to take priority:

To ensure all complaints are addressed within the timescales set down internally.
To proactively manage a caseload of complaints.
To investigate complaints and obtain facts. Gathering the requisite information to allow you to consider whether the complaint is justified and what action is required to resolve the complaint.
To administer records and filing relating to complaints matters including updating the complaints log on Riliance.
To liaise with clients and write comprehensive decision letters to clients and their representatives.
To liaise with outside complaints handlers as directed by the COLP
To prepare mail and enclosures for despatch.
To attend clients both in person and on the telephone and to provide such support in a professional and friendly manner in keeping with the firm’s standards for client care.
To secure the confidentiality and security of the firm’s client documentation and information
To travel between offices to undertake reviews of complaints files and to discuss complaints with the fee earners and manage the fee earners provision of information to ensure a speedy response to complaints.

Other Responsibilities

To assist HOD’s with our CQS application.
To assist the Practice Director with the Professional Indemnity Insurance.
To assist the Practice Manager with the Lexcel application.


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