Complaints Officer (Corporate complaints, Legal Regulation and Investigation)

Are you an experienced caseworker, investigator or lawyer with excellent communication and analytical skills? Our Corporate Complaints Team and Investigations Team are seeking to recruit new members to join their teams. These are hybrid roles based in our Birmingham office.

The roles and the teams

As a Corporate Complaints Officer you will be working as part of a small and specialised Corporate Complaints team investigating, responding to and resolving escalated complaints about our service. This will include complaints about any area of our work, such as how we have handled somebody's application to our compensation fund, or dealt with a complex report about a solicitor's professional behaviour.

You will be dealing with complaints from customers who have received a response from our operational units but remain dissatisfied. And you will be looking into high profile, sensitive and sometimes protracted complaint matters. As with any complaints focused role, you will sometimes deal with challenging calls and correspondence.

The second vacancy is within our Investigations directorate. The directorate investigate serious matters of misconduct and regulatory breaches against the solicitors and law firms we regulate. Sometimes, those who have reported their concerns, or those who we investigate, aren't happy with the service we provide. As an Investigation Complaints Officer working within our Investigation directorate, you will investigate, respond to, and resolve complaints about the teams' service and deal with correspondence on closed files.

Both role holders will enjoy analysing complex investigation files and have a real commitment to fair and excellent customer service and continuous improvement.

It is of great importance that we use the information that we gain from complaints to continuously improve what we do. Working to pinpoint the lessons we can learn is a key part of this role. You will be skilled at listening and working with colleagues to understand how issues have arisen. And able to give constructive feedback in a collaborative way to support the organisation to improve its work.

You will need strong analytical skills, and the ability to identify and crystallise core complaints from a bundle of information. You will have a natural sense of curiosity, an ability to conduct your own research to develop an understanding of new and unfamiliar subjects, and the tenacity to pursue the information you need to respond appropriately to the complaint.

Having previous comparable experience, you will enjoy the challenges that handling complaints can bring and will have a real commitment to fair and excellent customer service and continuous improvement. Providing high quality, clear, empathetic and customer focused responses, is at the heart of this role. Resilience and an ability to work effectively under pressure are also essential.

There is a Role Profile for each role attached at the bottom of the advert on our website.

If you would like to understand a bit more about the roles please refer to the 'Day in the life of' document attached.

What we offer

• A chance to use your excellent analytical, problem solving and decision-making skills.
• An opportunity to showcase your exemplary communication skills both written and on the telephone.
• Involvement in our change initiatives and the chance to motivate others to improve customer service and share best practice widely across the organisation.
• The satisfaction of working in a friendly team, committed to providing those who use our services with excellent service and an understanding of the difficult situations they may be facing.

What we are looking for

• Exemplary written and oral communication skills with a track record of communicating messages in a clear, straightforward and empathetic way.
• Excellent analytical skills with proven ability to make sound, common sense judgements and decisions, in a similar complaint handling role.
• Personal resilience and skills in dealing with people who may be vulnerable and distressed.
• Able to demonstrate sensitivity, understanding and empathy as part of providing excellent customer service.
• You will be skilled at collaborative working with colleagues and giving helpful feedback to support the organisation to improve its work.
• A team player - you will be flexible and open to change and keen to suggest and try new ways of working to help the team and organisation achieve its goals.

To apply

Please click 'Apply' to complete the online application form and upload your CV along with a cover letter. Your cover letter should provide clear evidence against each of the shortlisted criteria outlined in the advert and role profile, with a maximum of 300 words per criterion.

To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages.

Interested to know our workplace? Visit our video page for more information.

Useful and additional information

This is a full-time hybrid role working 35 hours per week. The role is based in our Birmingham city centre office 1-2 days a week, and from home the rest of the week.

Closing date for applications is Monday 15 September 2025 at 9 a.m.

If your application is shortlisted, a member of the team will contact you on or after 22 September 2025 to arrange the interview and outline the selection process.

If you have any questions, please contact us via .