Complaints Officer - Birmingham, United Kingdom - Stowe Family Law

Stowe Family Law

Verified Company

Birmingham, United Kingdom

4 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

If you love growth, flexibility, and the chance to work in an innovative, progressive environment, then read on.

Who 'is' Stowe Family Law?
We're the country's largest specialist family law firm with over 100 lawyers across 73 offices.

In the last few years, we've grown our business by over 150%, so now is a great time to join us.

We've already laid the groundwork to build something really special, but to build the UK's leading family law practice, we need to build the best support teams; that's where you come in.

Ideally, you will be:

Someone from a complaints or risk background within a professional environment
Someone who has a background in managing client complaints within SRA, ICO and FCA guidelines
Someone with current knowledge of the legal sector or an ability to acquire this quickly

As a Complaints Officer, you will be responsible for:

Logging client complaints immediately upon receipt and issuing an acknowledgement to the client
Ensuring you work to resolve complaints at the earliest opportunity
Providing summaries of where complaints have been resolved
Completing thorough and impartial investigations into client complaints
Liaising with the COLP and Head of Risk & Compliance regarding any legal, risk and quality matters
Analysing the root causes of complaints and presenting data to operational teams to reduce complaints and mitigate risk
Challenging existing processes and procedures in order to continually improve our offering
Supporting with the preparation of reports for senior management and training to the wider business
Devising and reviewing policies as and when required
Conducting file audits and reporting on findings and gap analysis to the COLP and Head of Risk & Compliance
Supporting the COLP and Head of Risk & Compliance with broader quality and risk related matters
Advising on issues relating to money laundering, data breaches and Subject Access Requests

What's our approach to work?
You'll have flexibility to work from home and any of our offices which suit your location. You design how your week looks

Requirements:

As a Complaints Officer, you will need the following skills/experience

Awareness of SRA, ICO and FCA regulation
Knowledge of legal services and regulatory principles
Demonstrate both excellent written and verbal communication skills
Have resilience and skills dealing with people who may be emotional and distressed
Have strong analytical skills for conducting investigations
Be able to meet deadlines and provide quality results

Benefits

Salary £35k

Hours

Flexible if required but ideally full time or close to
Company Bonus
A wellbeing culture including Mental Wellbeing days, and access to counselling sessions
Volunteering leave
Diversity public holidays
26 days holiday
Enhanced adoption, maternity and paternity pay
Paid leave for fertility treatment
Emergency dependants leave
Bereavement leave
Medicash health insurance 24/7 GP's, dental, counselling, gym discounts
Training grants
Life Assurance
Contributory pension
Flexible working