Complaints Handler

Complaints Handler
Bristol - Hybrid Working

This is an opportunity for a complaints handler to join a specialist professional services business operating in the legal sector. The role combines complaint handling with internal audit, quality assurance and service improvement. You will deal with complex customer complaints, investigate issues thoroughly and help identify opportunities to improve service standards.

Your Role Responsibilities

• 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

About You

• 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.

Interested? Apply now or reach out to Loraine Silvester at G2 Legal for a confidential chat.