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We're a national law firm with a local reach. Our philosophy is 'we're legal and financial experts that care' - something you'll find in the way we work with our clients and how we support our teams. But we're more than just a law firm - we're a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.
We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.
Your Role
As a Senior Officer in the Client Care and Resolution team, you will be instrumental in providing expert advice and resolving service complaints from clients, ensuring our business meets its regulatory and legal obligations. We are passionate about driving good client outcomes and expect you to share this commitment. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. You will also be responsible for coaching and providing ongoing support for Officers within the team, fostering a proactive and solution-focused mindset.
The role reports to the Head of Quality and Performance and is part of the Client Experience and Operations department in Client Legal Services.
What You'll Be Doing
* Collaborate with fee earners at all levels and clients to investigate and resolve service complaints.
* Handle complex complaints and produce written responses in accordance with our complaint's procedure.
* Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
* Work closely with colleagues in our legal and regulatory teams to flag and address potential risks/issues.
* Develop a thorough understanding of Legal Ombudsman scheme rules/guidance and broader complaints handling best practice.
* Resolve complex queries efficiently and maintain compliant records on internal systems.
* Support in driving a culture of continuous improvement within the team.
* Manage payment processes within relevant authorities.
* Provide technical supervision and quality assurance for Officers within the team.
* Assist with the delivery of discrete technical, audit, and training projects.
* Coach and support the team to enhance their skills and performance.
About You
* Excellent communication skills.
* High accuracy and attention to detail.
* Experience in complaint handling within a high-pressure environment and tight deadlines.
* Ability to work effectively under pressure, both independently and as part of a team.
* Strong organisational skills with the ability to prioritise workload effectively.
* Proactive and solution-focused mindset.
* Experience in coaching and providing ongoing support to team members.
* Technical supervision and quality assurance experience.
* Detailed understanding of complaints management and best practice.
Our Benefits - What We Can Offer You
* 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
* Generous and flexible pension schemes.
* Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid).
* Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.
We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.
Irwin Mitchell LLP is an equal opportunity employer.
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