Complaints Assistant - Risk & Compliance

Complaints Assistant - Risk & Compliance

Department: Risk & Compliance

Employment Type: Permanent - Full Time

Location: Manchester

Reporting To: John Sheldon

We are looking for an analytical and organised communicator to join our central Risk & Compliance team as a Complaints Assistant.

You’ll play an important role in supporting the firm’s approach to client complaints, helping to ensure matters are dealt with fairly, professionally and in line with the firm’s complaints policy and regulatory expectations.

Working closely with the Risk & Compliance department, legal departments and other central teams, the Complaints Assistant investigates complaints, prepares clear, objective responses, and analyses complaint data, identifying practical learning points to support high standards of client service and risk management. Attention to detail plus strong communication and organisational skills are essential, as this role also involves maintaining accurate records and regular reporting.

Key Responsibilities

• Receive, acknowledge, investigate, and support the Complaints Lead in responding to client complaints in accordance with the firm’s complaints policy and relevant regulatory timescales.
• Review matter files, correspondence, attendance notes and other relevant evidence to establish the facts and assess the merits of each complaint.
• Prepare clear, well-reasoned and professional complaint responses, including final response letters where appropriate.
• Consult with fee earners, supervisors, department heads and risk and compliance colleagues to obtain information, clarify issues, and agree appropriate outcomes.
• Identify opportunities for early resolution where possible, including practical remedies, explanations, apologies or goodwill gestures where appropriate.
• Maintain accurate complaints records, ensuring that all actions, deadlines, outcomes and learning points are properly documented.
• Monitor complaint trends and assist the Complaints Lead by producing reports for management, compliance and risk purposes.
• Support the ongoing improvement of the firm’s complaints handling processes, client care standards and risk management approach.

Skills, Knowledge and Expertise

Essential:

• Excellent written communication skills, with the ability to draft concise, accurate responses to clients.
• Strong analytical skills and the ability to assess detailed information, identify key issues and reach balanced conclusions.
• Excellent organisational skills, with the ability to manage competing deadlines and maintain accurate records.
• Sound judgement, discretion and the ability to handle confidential information appropriately.
• Confidence working collaboratively with colleagues at different levels of seniority.
• Good working knowledge of Microsoft Office and case management or complaints management systems.

Desirable:

• Knowledge of the SRA Standards and Regulations, including expectations around client care and complaints handling.
• Familiarity with the Legal Ombudsman’s approach to complaints, remedies and signposting requirements.
• Ability to manage sensitive or challenging conversations with professionalism, patience and confidence.
• Experience preparing management information, trend analysis or lessons learned reports.

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