Are you ready to drive improvements and streamline processes in an innovative, progressive legal environment? Join us as a Complaints Officer and see the long-term impact of your work. You'll be at the heart of our operations, efficiently managing and resolving complaints, providing valuable feedback, and supporting service enhancements. This dynamic role offers a mix of responsibilities and exciting projects, perfect for those who thrive on variety and continuous improvement.

About Stowe Family Law: 

We're the experts in family law, boasting over 180 lawyers across 90 offices. Our exceptional growth of over 150% in recent years sets the stage for even greater achievements. Now is the perfect time to join us as we strive to serve more clients, create the best workplace for our team, and grow our business for the benefit of everyone.

Learn more about us and what it’s like to work here:

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 in 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

Read about our full benefits package here - https://careers.stowefamilylaw.co.uk/employee-bene...

  • 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
I'm interested

Employee Benefits

We offer a comprehensive benefits package for our employees and this is reviewed continuously:

  • 26 Days Holiday excluding bank holidays
  • Wellbeing Leave
  • Healthcare including counselling sessions & 24/7 GP
  • Enhanced Adoption, Maternity and Paternity Pay
  • Paid Emergency Dependents Leave
  • Enhanced Parental Bereavement leave
  • Paid Leave for Fertility Treatment
  • Life Assurance
  • Professional Fees, Subscriptions and Seminars
  • Employee Assistance Programmes
  • Enhanced Pension
  • Volunteering time off
  • Flexible Bank Holidays
  • Personal growth training grants
  • Dynamic Working

See all benefits

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