Investigation Complaints Officer

Solicitors Regulation Authority

Solicitors Regulation Authority,

Requirements of the role

The Investigation and Supervision team 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 a Complaints Officer working within our Investigation and Supervision team, you will investigate, respond to, and resolve complaints about the team’s service and deal with correspondence on closed files.

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

You will need to have resilience and skills in dealing with people who may be emotional and distressed as well as an awareness of the impact of our complaint responses and understanding of potential reputational risks.

The ability to provide high quality, clear, empathetic and customer focused responses, is at the heart of this role.


What the role offers

  • A chance to use your excellent analytical, problem solving and decision-making skills.
  • An opportunity to showcase your exemplary communication skills both written and on the telephone.
  • Involvement in our change initiatives and the chance to train others and share best practice widely across the organisation.
  • The satisfaction of working in a friendly unit, committed to providing those who use our services with excellent customer service and understanding of the difficult situations they may be facing.


What we are looking for

  • Exemplary written and oral communication skills with a track record of communicating messages in a clear, straightforward and empathetic way
  • Excellent analytical skills with proven ability to make sound, common sense judgements and decisions, in a similar complaint handling role
  • Personal resilience and skills in dealing with people who may be emotional and distressed
  • Able to demonstrate sensitivity, understanding and empathy as part of providing excellent customer service
  • Well-developed problem-solving skills to achieve practical solutions
  • Experience of working with colleagues to provide constructive feedback and drive through continuous improvement

View on member website



Birmingham, Hybrid working

 Contract type

Full time, Permanent


Complaints, Investigation, Officer

 Working pattern

Flexible working, Hybrid

 Closing Date