A leading law firm are looking for an experienced Claims and Complaints Manager to join a highly regarded team. This is an exciting opportunity for a professional with a strong background in risk and compliance to make a real impact. You will be managing the full complaints process and dealing with client issues as well as being involved in wider risk and compliance matters, including professional indemnity claims, data protection obligations, and risk queries. You’ll also play a role in legal analysis, researching complaints and claims to evaluate potential risks, and support litigation efforts with external legal counsel. Additionally, you’ll lead initiatives to mitigate risks, such as root cause analysis and process improvements. Regulatory compliance is another key area, where you’ll assist in ensuring that the firm adheres to evolving legal standards and handle relevant investigations.
Key Responsibilities:
* Handling Complaints: Manage the full process for addressing client concerns, ensuring swift resolution and liaising with external bodies like the Legal Ombudsman and regulatory authorities when necessary
* Assessment & Review: Conduct in-depth research into complaints to evaluate their legitimacy, assess potential legal exposure, and provide detailed analysis, working closely with senior team members
* Litigation Assistance: Collaborate with external legal advisors and insurers, helping to formulate strategies and ensuring the firm is well-represented in any legal proceedings
* Risk Prevention: Lead initiatives to identify the root causes of issues and provide recommendations for enhancing practices to minimise future risks
* Compliance Oversight: Take responsibility for ensuring the organisation meets all data protection and regulatory requirements, while keeping track of any legal or industry changes that may affect operations
Required Skills and Attributes:
* Relevant Experience: You’ll need a strong background in risk management or compliance, ideally gained within a legal setting. Experience in a similar role or as a qualified legal professional with around four years' experience will be highly advantageous
* In-depth Understanding: A comprehensive grasp of the complaint resolution process, including familiarity with the role of external regulators, is essential. You should also be well-versed in the relevant regulatory frameworks that govern the firm’s operations
* Investigative Skills: You should be comfortable managing both internal and external investigations, providing clear responses to queries from regulatory bodies or ombudsman agencies
* Organisation & Adaptability: The ability to organise tasks efficiently, prioritise competing demands, and adapt quickly to changing circumstances is vital. You will be expected to collaborate effectively with a wide range of stakeholders, ensuring clear communication and outcomes
* Proactive & Collaborative: We’re looking for someone who takes the initiative, enjoys working as part of a team, and can handle various risk management challenges in a dynamic environment
The role offers flexible working and can be based in various locations in the U.K. The firm also offers a supportive and inclusive environment, with a focus on personal and professional growth. If you're ready to develop your career in a dynamic and human-centred environment where your contributions truly matter, we’d love to hear from you.