Diamond Search Recruitment are working with a well-established and successful Law Firm and assisting them in the hire of a Complaints Handler to join their team.
Key Responsibilities:
1. Receive and acknowledge all client service issues in line with the complaints procedure.
2. Thoroughly investigate all client service issues through discussion with the client and appropriate internal staff.
3. Resolve all client service issues in a timely manner, always focusing on client resolution and retention.
4. Maintain the highest level of professionalism, whilst focusing on quick and efficient solutions whenever possible.
5. Monitor daily activities of each client services executive, disseminating daily duties, tracking performance and training staff on operating procedures and company services.
6. Administration.
7. Be the first point of contact for all complaints and draft letters; if complaints are escalated, refer to the Legal Ombudsman.
Ideal Candidate:
1. Attention to detail and articulate in handling enquiries.
2. Good communication skills.
3. Experience of working within a complaints environment within a regulated environment.
4. Ability to work on own initiative and prioritize work to meet deadlines.
5. Excellent telephone manner and good customer service skills.
6. Letter writing and administrative skills.
Firm Wide Benefits:
1. 25 days holiday a year plus statutory and bank holidays.
2. Firm sick pay scheme.
3. Private healthcare through AXA PPP after six months of continuous employment (qualifying criteria applies).
4. Workplace pension (qualifying criteria applies).
5. 30% discount on all legal services for members of staff where you instruct Hatten Wyatt and/or Morlings.
6. 25% discount on legal services for staff's immediate family members (namely parents, siblings, and children).
7. Introduction bonuses payable if you introduce a new member of staff to the Firm (subject to terms and conditions and amounts vary depending on the vacancy type).
8. No sick bonus payable in December if you have zero days off sick in the year.
9. £50 bonus a year if you are a first aider or fire marshal and undertake regular training.
10. Firm wide formal black tie Christmas party annually.
11. Subscription to childcare vouchers via Edenred (if requested).
12. Tastecard membership to enjoy exclusive offers (currently valid until March 2025).
Immediate Interviews Available!
Diamond Search Recruitment is acting as an Employment Agency in regards to this vacancy.
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