Complaints Handler

Complaints Handler
Bristol - Hybrid Working

• Manage around 10-12 complaints per month
• Engage with customers by telephone and in writing, listening carefully to their concerns and working towards fair, positive outcomes
• Manage each case from initial acknowledgement through investigation to resolution
• Manage escalated complaints in line with established procedures and Legal Ombudsman requirements
• Review complex case files, correspondence and call recordings to establish the facts
• Prepare clear, thorough and professional written responses
• Undertake internal audits, investigate service standards and report findings to the directors

• At least two years' experience in handling complaints within legal, financial or professional services
• Confident investigating complex issues
• Manage sensitive conversations and deliver well-reasoned outcomes
• Excellent written and verbal communication skills
• Strong investigative and analytical skills, coupled with exceptional attention to detail

Experience within probate, estate administration or the legal sector would be advantageous, but not essential. Training will be provided.