JMW are recruiting a Complaints Handler to join the Risk & Compliance department, based in our head office in Spinningfields, Manchester.   

The role holder will report to the Head of Risk & Compliance and will be supporting the business of c.750 employees across offices in Manchester, London and Liverpool to manage client complaints, bringing them to conclusion with a satisfactory resolution in a timely manner.

The ideal candidate will have demonstrable experience of dealing with client complaints within legal services and will have a professional, calm, and thorough approach. This is a fantastic opportunity for someone with a passion for customer service and excellent communication skills who can work collaboratively with key stakeholders across the business, helping us to ensure that our clients receive the best possible support. 

Hybrid working (1 day a week remote) is available. 

ESSENTIAL SKILLS AND KNOWLEDGE 

• Experience of complaints handling, preferably in legal services.
• Knowledge and experience of the relevant SRA regulations and Legal Ombudsman rules.
• Analytical and problem-solving skills (able to get the heart of a matter). 
• Effective communication skills (verbal and written) i.e., clear, firm, and diplomatic. 
• Ability to explain complex matters succinctly and with clarity.
• Proven ability to meet competing deadlines whilst meeting quality criteria.
• Experience of working collaboratively. Able to influence and constructively challenge internal stakeholders at all levels of seniority. 
• Strong commercial aptitude with a modern, pro-active approach. 
• Proven initiative and independent thought.

RESPONSIBILITIES AND DUTIES 

• Responding to all client complaints received by the firm.
• Using in-depth knowledge and understanding of complaints, providing assistance across the firm in relation to complaints and provide guidance to fee earners. 
• Acting as firm’s primary point of contact with the Legal Ombudsman.
• Researching regarding legal and regulatory changes affecting the handling of complaints. 
• Maintaining complaints handling procedures and register of complaints. 
• Analysing data on an ongoing basis, producing quarterly reports. 
• Providing regular and timely feedback to fee earners on any issues identified during the investigation of a complaint. 
• Delivering training on complaints prevention and handling, and responds to questions regarding both simple and complex complaint queries.
• Advising the marketing team on how to deal with complaints or negative feedback received via social media channels. 

Working for JMW  

As well as a rewarding career, JMW offer staff many other opportunities and benefits, including:

• A minimum of 25 days' annual leave (increasing with length of service) plus office closure between Christmas and New Year
• A one hour early finish, one Friday a month
• Two days a year to do charitable work
• The opportunity to get involved in sports teams, hobby clubs, and social events
• Access to our Employee Assistance Programme and trained Mental Health First Aiders
• Annual promotions process open to all staff

More information about our benefits and company culture can be found on the careers home page.