About us
DWF is a leading global provider of integrated legal and business services. Our approach delivers efficiency, price certainty and transparency for our clients across the world without compromising on quality or service. Our purpose is to deliver positive outcomes with our colleagues, clients and communities and we foster a culture that places our colleagues at the centre of all that we do.
As the Complaints Manager at DWF, you will oversee the complaints function, ensuring all complaints (SRA regulated and non-regulated) are investigated and resolved efficiently. Your role involves liaising across the Group, supporting Practice Area Complaints Leads, maintaining accurate records, and focusing on trend analysis to reduce business risk.
About the role
1. Manage the Group complaints process, ensuring compliance with regulatory expectations and best practices.
2. Advise Practice Area Complaints Partners on client and non-client complaints
3. Ensure consistent complaints handling across international offices, aligning with firm policies and local regulations.
4. Maintain and update records of Legal Ombudsman queries.
5. Analyse complaint data to identify root causes and broader risk issues for business improvement.
6. Collaborate with the Professional Risks team to assess the impact of complaint trends on insurer notifications.
7. Prepare internal MI reports for stakeholders, including the Risk Committee and Executive Board.
8. Handle internal queries related to complaints policies and processes.
9. Lead the implementation of the complaints module in the Risk App.
10. Collaborate with the Risk and Excellence team to improve policies, procedures, data, and reporting.
11. Identify and highlight opportunities to reduce risk within the business.
About you
12. Experience in complaints handling, preferably in a regulated or professional services environment.
13. Strong problem-solving skills with the ability to analyse evidence objectively.
14. Ability to handle confidential information in line with data security protocols.
15. Capability to build productive relationships with internal and external parties at all levels.
16. Exceptional organisational skills, with the ability to multitask and prioritise effectively
17. High attention to detail and accuracy in all areas of work
18. Enthusiasm for continuous skill and knowledge development
19. Adaptability to change and openness to new ideas and processes
20. Self-motivated with the ability to work independently and manage conflicting priorities
What we offer
We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF.
We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you're excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for the role or others across the wider team.