Client Care and Resolutions Officer (6166)

Client Care and Resolutions Officer (6166)

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.

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 35 hrs 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.

Irwin Mitchell LLP is an equal opportunity employer.