Client Care and Resolutions Officer

Client Care and Resolutions Officer (6166)

We're a national law firm with a local reach. Our legal experts are here for you. Whether it's personal or business, we understand that everyone's situation is different. But we're more than just a law firm - we're a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.

We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

As an Officer in the Client Care and Resolution team, you will be instrumental in providing expert advice and resolving service complaints from clients, ensuring our business meets its regulatory and legal obligations. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. We're looking for a candidate that is passionate about driving positive client experiences, willing to learn and able to thrive in a fast paced environment.

The role reports to the Senior Officer in the Client Care and Resolution Team and is part of the Client Experience and Operations department in Client Legal Services.

What You'll Be Doing

• Collaborate with fee earners at all levels and clients to investigate and resolve service complaints.
• Handle complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
• Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
• Identify and elevate potential compliance or reputational issues to a Senior Officer.
• Develop a thorough understanding of Legal Ombudsman scheme rules and guidance.
• Resolve complex queries efficiently.
• Contribute your views and suggestions and participate in broader department projects.
• Manage payment processes within relevant authorities.
• Record and maintain complaint records on internal systems.
• Engage in continuous improvement of internal team processes by highlighting complaint themes/root causes.

About You

• High accuracy and attention to detail.
• Experience in complaint handling within a high pressure environment and tight deadlines.
• Ability to work effectively under pressure, both independently and as part of a team.
• Strong organisational skills with the ability to prioritise workload effectively.
• Experience of working within an operational team responsible for resolving complaints.
• Experience in a law firm or other regulated environment.
• SRA complaints or financial ombudsman experience.

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can buy up to 35hrs of extra holiday.
• Generous and flexible pension schemes.
• Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid).
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

Irwin Mitchell LLP is an equal opportunity employer.