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Complaints & Risk Officer

West Midlands, United Kingdom, £ £ 21000.00-23000.00 Annual Annual, Permanent


Job Title: Complaints & Risk Officer

Location: West Midlands

Salary: Competitive

The Role:

Reporting to the Head of Complaints & Risk, the successful applicant will deal with a mixture of client complaints and regulatory risk issues.

The key objective of the role is to ensure that issues raised to the team are dealt with in a timely and fair manner; and those outcomes achieved are in line with current regulations and guidelines, as well as ensuring adherence to the company's policies and procedures.

Day to day duties:

* Assisting with file audits.

* Assisting with collation of information for the Firm's various re-accreditation applications (Lexcel/CQS).

* Assisting with any urgent work as required by Directors and Team Leaders.


* Responsible for handling & resolving client complaints received via letter, email, telephone, social media, or our feedback portal.

* Discussing feedback left by clients through an online portal with staff and clients.

* Investigation, and liaising with other departments to resolve complaints.

* Ensure an official written reply is provided to the complainant on the company's decision and findings.

* To ensure the handling of complaints are in accordance with existing regulations and guidelines.

* Maintenance of Complaints Register, client service register, and feedback online portal.


* Review of queries made by colleagues

* Assisting with the collation of information requested under a Subject Access Request and compiling responses to accompany this information.

* Offering advice to colleagues based on current regulatory guidelines.

* Maintenance of Risk Registers.

* Raise any issue that is affecting operational work that needs prompt actions, to be addressed by the Head of Complaints & Risk or Director as may be appropriate.

The Candidate:


* 3+ years' experience in a customer care/complaints/compliance role within a regulated sector.

* Proven track record in developing and maintaining positive stakeholder relationships.

* Demonstrable experience in working to tight deadlines with high levels of accuracy.

* Experience of, or recent exposure to, current regulations and guidelines as set out by the Solicitors Regulation Authority and the Legal Ombudsman.

* Excellent communication and interpersonal skills.

* Confident telephone manner and ability to build rapport with disgruntled clients.

* Excellent command of both spoken and written English.


* Experience in dealing directly with investigations conducted by an Ombudsman Service (such as the Financial Ombudsman);

* Knowledge of the Legal Services Act (2007) and SRA Standards and Regulations (2018).

* Knowledge of Anti-Money Laundering and Terrorist Financing legislations

Job Details

Not Specified
West Midlands, United Kingdom
£ £ 21000.00-23000.00 Annual Annual