Complaints Officer

Leeds, England, United Kingdom

12/10/2024

Are you ready to drive improvements and streamline processes in a progressive, innovative legal environment? Join Stowe Family Law as a Complaints Officer and experience the long-term impact of your work. This dynamic role places you at the core of our operations, where you’ll efficiently manage and resolve complaints, provide valuable feedback, and support service enhancements.

About Us:

As experts in family law, we’re proud to have over 180 lawyers across 90 offices. With exceptional growth of over 150% in recent years, we are poised for even greater achievements. Join us at this exciting time as we continue to expand, serve more clients, and create an outstanding workplace for our team.

Learn more about us:

• About Stowe Family Law
• Our Culture

As a Complaints Officer, you'll:

• Log and acknowledge client complaints promptly upon receipt.
• Work to resolve complaints at the earliest opportunity, ensuring summaries of resolved complaints are provided.
• Conduct thorough, impartial investigations into client complaints.
• Collaborate with the COLP and Head of Risk & Compliance on legal, risk, and quality matters.
• Analyse root causes of complaints, presenting data to operational teams to reduce future issues and mitigate risks.
• Proactively challenge processes and procedures to drive continuous improvement.
• Support the preparation of reports for senior management and deliver training to the wider business.
• Review and develop policies as needed.
• Conduct file audits, reporting findings and gap analyses to the COLP and Head of Risk & Compliance.
• Assist with broader quality and risk-related matters, including issues related to money laundering, data breaches, and subject access requests.

What’s Our Approach to Work? 

You’ll have the flexibility to work from home or from any of our offices that suit your location. You design how your week looks!

Ideally, you'll have:

• Awareness of SRA, ICO, and Legal Ombudsman regulations.
• Knowledge of legal services and regulatory principles.
• Excellent written and verbal communication skills.
• Resilience and the ability to handle emotional or distressed clients.
• Strong analytical and investigative skills.
• A proven ability to meet deadlines while delivering quality results.

Due to the Christmas and New Year period, please expect a response about your application from the 2nd of January 2025.  

Benefits

Read about our full benefits package here - https://careers.stowefamilylaw.co.uk/employee-bene…

• up to £40,000 depending on experience
• A wellbeing culture including Mental Wellbeing days, and access to counselling sessions
• Volunteering leave
• Diversity public holidays
• 26 days holiday
• Enhanced adoption, maternity and paternity pay
• Paid leave for fertility treatment
• Emergency dependants leave
• Bereavement leave
• Medicash health insurance - 24/7 GP’s, dental, counselling, gym discounts
• Training grants
• Life Assurance
• Contributory pension
• Flexible working