This role of a Complaints Handler involves managing and resolving customer complaints effectively within the professional services industry. Based in Manchester, the position requires a keen eye for detail, excellent communication skills, and a strong commitment to customer satisfaction.
Client Details
Our client is a well-established law firm in Manchester, providing a wide range of legal services to both businesses and individuals. With a considerable size of over 500 employees, the firm is known for its professional approach and commitment to delivering high-quality service to its clients.
Description
- Manage and resolve customer complaints efficiently and professionally
- Maintain accurate records of customer interactions and transactions
- Review and analyse customer complaints to identify trends and recommend improvements
- Work closely with other team members and departments to resolve complaints
- Ensure compliance with company policies and procedures
- Provide feedback to management on customer satisfaction and areas for improvement
- Contribute to the creation of a positive and supportive team environment
- Participate in regular training and development activities to enhance skills and knowledge
- Addressing every client grievance received by the company, leveraging comprehensive comprehension of the issues to offer support firm-wide and counsel fee earners.
- Serving as the principal liaison with the Legal Ombudsman.
- Conducting research on legal and regulatory updates impacting complaint management.
- Upholding complaints handling protocols and maintaining a register of complaints.
- Continuously analyzing data to generate quarterly reports.
Profile
A successful 'Complaints Handler' should have:
- A degree or equivalent qualification in a relevant discipline
- Proven experience in a similar role within the professional services industry
- Strong communication and interpersonal skills
- Excellent problem-solving skills and the ability to handle difficult situations calmly
- Proficiency in using customer relationship management (CRM) software
- A commitment to continuous learning and development
- Desired qualifications include proficiency in complaints management, ideally within legal contexts.
- Familiarity with pertinent SRA regulations and Legal Ombudsman guidelines is essential.
- Strong analytical and problem-solving capabilities are necessary, adept at identifying core issues.
- Excellent communication skills, both verbal and written, characterized by clarity, assertiveness, and tact.
- Ability to concisely elucidate complex concepts.
Job Offer
- A competitive salary starting of £32,000 upto £38,750
- The opportunity to work in a professional and supportive team environment
- 25 days delivery
- Pension contribution
- Private healthcare
- An attractive holiday leave allowance
- A strong culture of learning and development