Client Care and Resolution Senior Officer (5183)

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We're a national law firm with a local reach. Our philosophy is 'we're legal and financial experts that care' - something you'll find in the way we work with our clients and how we support our teams. 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

As a Senior 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. We are passionate about driving good client outcomes and expect you to share this commitment. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. You will also be responsible for coaching and providing ongoing support for Officers within the team, fostering a proactive and solution-focused mindset.

The role reports to the Head of Quality and Performance 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 and produce written responses in accordance with our complaint's procedure.
• Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
• Work closely with colleagues in our legal and regulatory teams to flag and address potential risks/issues.
• Develop a thorough understanding of Legal Ombudsman scheme rules/guidance and broader complaints handling best practice.
• Resolve complex queries efficiently and maintain compliant records on internal systems
• Support in driving a culture of continuous improvement within the team
• Manage payment processes within relevant authorities.
• Provide technical supervision and quality assurance for Officers within the team.
• Assist with the delivery of discrete technical, audit, and training projects.
• Coach and support the team to enhance their skills and performanc

About You

• Excellent communication skills.
• 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.
• Proactive and solution-focused mindset.
• Experience in coaching and providing ongoing support to team members.
• Technical supervision and quality assurance experience.
• Detailed understanding of complaints management and best practice

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
• 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.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Additional Information

As part of the Irwin Mitchell Group's on-boarding process all successful applicants are required to complete the group's employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.