Claims & Complaints Assistant

Claims & Complaints Assistant

We are recruiting for a Claims & Complaints Assistant to join our Risk & Best Practice team in Bath on a full-time basis. As a Claims & Complaints Assistant, you will be expected to:

To assist and support first-tier complaints handling, including sending initial acknowledgements and file opening/logging, liaising with Department Heads and Business Unit Leads on substantive responses and managing the progress of complaints to resolution.

To assist and support in liaising and responding to the Legal Ombudsman regarding complaints against the firm, including drafting and/or assisting fee-earners to draft responses to LeO evidence requests, and compiling bundles of evidence. Managing LeO referrals to a conclusion.

To assist and support in liaising with the firm’s professional indemnity insurers in respect of notifications and open claims/circumstances, and with external solicitors instructed by insurers to defend claims made against the firm.

To assist in liaising with fee-earners, Department Heads and Business Unit Leads regarding internal claims handling within the firm’s delegated authority from professional indemnity insurers.

To assist and support the regular production of:

• Bordereaux reports for the firm’s professional indemnity insurers.

• Internal complaints/claims management and financial information.

• Records of the firm’s internal reserves and payments made in respect of claims.

• Information gathering and trends analysis of complaints and claims data.

• Claims and complaints data for external auditors, regulators and panels and other requests as appropriate, on demand.

• Claims/complaints data for professional indemnity insurance renewal.

To assist with scheduling/conducting Root Cause Analysis of notifications and complaints and periodical Departmental/Divisional and Operational reviews of claims and complaints data.

To assist with following up on learning points arising from claims and complaints.

To assist with the development, testing and implementation of an improved system for recording claims and complaints data.

To assist with producing training materials and delivering training throughout the firm on best practice and claims/complaints handling.

To assist with maintaining claims/complaints precedents, templates and policies and conducting periodic reviews and updates for internal and external use.

Any other tasks as appropriate within the Risk and Best Practice team.

Skills and Expereince

• Preferably a law graduate or someone with experience in the legal sector

• Excellent organisation capability with the ability to effectively prioritise

• Solid understanding of Microsoft Office suite and other relevant IT platforms

• Strong written communication skills

About Us

At RWK Goodman, you can enjoy a strong legal career, with exceptional client work. And you’ll be supported, every step of the way.

A progressive Top 100 law firm, over 650 colleagues. 36 specialist areas. 3 legal divisions. With offices across the South West, Thames Valley and London.

Committed to collaborative growth and shared success, we’re focused on delivering sustained positive change. Because we want to make a lasting difference to the world around us and achieve our vision of being the firm what clients want to work with and people want to work for.

Benefits

Some benefits will differ depending on the level of role. Please reach out to the Recruitment team for further clarification.

• 26.5–31.5 days’ holiday per year

• Buying and selling holiday

• Healthcare cash plan / private medical insurance

• Life assurance

• Pension scheme

• Cycle to work scheme

• Season ticket loan

• Discretionary profit and performance-related bonus

• Hybrid working

• Employee Assistance Programme

• Enhanced family leave

• Recruitment referral bonus

• Group income protection

• Salary reviewed regularly