p strong Slater and Gordon is a leading consumer law firm providing a broad range of specialist legal and complementary services. We are undergoing a significant transformation across all areas of the business, with a focus on people and technology. Our mission is to give people easier access to our world-class legal services. /strong /p p br /p p We are seeking an experienced and proactive strong Complaints Manager /strong to lead and develop a team of Complaints Analysts within our legal services business. This is a key leadership role responsible for ensuring complaints are managed effectively, fairly, and in accordance with regulatory requirements, while delivering excellent outcomes for both clients and the firm. /p p br /p p The successful candidate will be a subject matter expert in complaints management, with a strong understanding of the Legal Ombudsman framework and the legal complaints process. They will oversee complex complaints, support and coach a team of analysts, identify trends, and drive continuous improvements across the complaints function. /p p br /p p Key Responsibilities /p p br /p ul li Lead, motivate, and develop a team of Complaints Analysts and Senior Complaints Analysts, ensuring high levels of performance and engagement. /li li Oversee the end-to-end management of complex and high-risk complaints. /li li Ensure complaints are investigated thoroughly, fairly, and within regulatory deadlines. /li li Provide guidance and support to the team on case management and complaint resolution. /li li Act as the escalation point for complex cases and customer dissatisfaction. /li li Liaise with internal stakeholders, including legal teams and senior management, to facilitate complaint resolution. /li li Manage interactions with the Legal Ombudsman and support the business through Ombudsman investigations and reviews. /li li Analyse complaints data and trends to identify root causes and opportunities for service improvement. /li li Produce management information and reports on complaint volumes, outcomes, and regulatory compliance. /li li Ensure adherence to relevant regulatory, legal, and company policies and procedures. /li li Drive a culture of customer focus, accountability, and continuous improvement. /li /ul p br /p p About You /p p br /p p To be successful in this role, you will have: /p p br /p ul li Previous experience managing a complaints function or team within a law firm or legal services business. /li li Strong knowledge of the Legal Ombudsman process and requirements. /li li Experience handling and investigating complex complaints from initial receipt through to resolution. /li li Proven people management experience, including coaching, development, and performance management. /li li Understanding of how legal cases are run and managed, particularly within personal injury and consumer law, throughout the client journey. /li li Excellent investigation, problem-solving, and decision-making skills. /li li Strong written communication skills, with experience drafting detailed complaint responses. /li li Ability to influence stakeholders at all levels and challenge appropriately where required. /li li Strong analytical skills with the ability to identify trends and recommend business improvements. /li /ul p br /p p Desirable /p p br /p ul li Knowledge of Solicitors Regulation Authority (SRA) requirements and consumer duty principles. /li li Experience managing Legal Ombudsman referrals and outcomes. /li li Relevant complaints, compliance, or legal qualifications. /li /ul p br /p p What We Offer /p p br /p ul li Competitive salary and benefits package. /li li Hybrid and flexible working options. /li li Opportunities for professional development and career progression. /li li Supportive and collaborative working environment. /li li The opportunity to make a real impact on customer experience and service quality. /li /ul p br /p p If you are an experienced complaints professional with a passion for delivering fair customer outcomes and leading high-performing teams, we would love to hear from you. /p
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