Complaints Officer (Corporate complaints, Legal Regulation and Investigation)

Requirements of the role

Are you an experienced caseworker, investigator or lawyer with excellent communication and analytical skills? Our Corporate Complaints Team and Investigations Team are seeking to recruit new members to join their teams. These are hybrid roles based in our Birmingham office.

The roles and the teams

As a Corporate Complaints Officer you will be working as part of a small and specialised Corporate Complaints team investigating, responding to and resolving escalated complaints about our service. This will include complaints about any area of our work, such as how we have handled somebody’s application to our compensation fund, or dealt with a complex report about a solicitor’s professional behaviour.

You will be dealing with complaints from customers who have received a response from our operational units but remain dissatisfied. And you will be looking into high profile, sensitive and sometimes protracted complaint matters. As with any complaints focused role, you will sometimes deal with challenging calls and correspondence.

The second vacancy is within our Investigations directorate. The directorate investigate serious matters of misconduct and regulatory breaches against the solicitors and law firms we regulate. Sometimes, those who have reported their concerns, or those who we investigate, aren’t happy with the service we provide. As an Investigation Complaints Officer working within our Investigation directorate, you will investigate, respond to, and resolve complaints about the teams’ service and deal with correspondence on closed files.

Both role holders will enjoy analysing complex investigation files and have a real commitment to fair and excellent customer service and continuous improvement.

It is of great importance that we use the information that we gain from complaints to continuously improve what we do. Working to pinpoint the lessons we can learn is a key part of this role. You will be skilled at listening and working with colleagues to understand how issues have arisen. And able to give constructive feedback in a collaborative way to support the organisation to improve its work.

You will need strong analytical skills, and the ability to identify and crystallise core complaints from a bundle of information. You will have a natural sense of curiosity, an ability to conduct your own research to develop an understanding of new and unfamiliar subjects, and the tenacity to pursue the information you need to respond appropriately to the complaint.

Having previous comparable experience, you will enjoy the challenges that handling complaints can bring and will have a real commitment to fair and excellent customer service and continuous improvement. Providing high quality, clear, empathetic and customer focused responses, is at the heart of this role. Resilience and an ability to work effectively under pressure are also essential.

There is a Role Profile for each role attached at the bottom of the advert on our website.

If you would like to understand a bit more about the roles please refer to the ‘Day in the life of’ document attached.

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