Senior Complaints and Customer Service Executive (Legal Regulation)

Requirements of the role

Do you have highly developed communication and analytical skills, sound knowledge of law, framework and rules within the regulation of legal services and experience of writing to high profile stakeholders, such as Members of Parliament? We have a vacancy for a seasoned Senior Complaints and Customer Service Executive to join our Corporate Complaints Team. This is a hybrid role based in our Birmingham, Cardiff or London office.

The role
This is a role at the heart of our Corporate Complaints function – dealing with complaints about our service. The role holder will have extensive experience of, and a real commitment to excellent complaint handling. They will provide those who raise concerns with us with a fair and transparent response inspiring confidence in our regulation.

It is really important that we use the information that we gain from complaints to continuously improve what we do. So working across the organisation to pinpoint the lessons we can learn and help drive through improvement is equally important. You will personally manage complex, sensitive/high profile and multi-party correspondence.

This role is for someone looking to build on their sound complex complaint handling experience and leadership skills, and who has sound and extensive knowledge of our processes and procedures in relation to our regulatory investigations and enforcement.

You will have 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 lots of previous organisational complaint handling 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 in a fast-paced and dynamic environment are also essential.

View on member website