Senior Complaints and Customer Service Executive (Legal Regulation)

Do you have highly developed communication and analytical skills, sound knowledge of law, framework and rules within the regulation of legal services and experience of writing to high profile stakeholders, such as Members of Parliament? We have a vacancy for a seasoned Senior Complaints and Customer Service Executive to join our Corporate Complaints Team. This is a hybrid role based in our Birmingham, Cardiff or London office.

The role

This is a role at the heart of our Corporate Complaints function - dealing with complaints about our service. The role holder will have extensive experience of, and a real commitment to excellent complaint handling. They will provide those who raise concerns with us with a fair and transparent response inspiring confidence in our regulation.

It is really important that we use the information that we gain from complaints to continuously improve what we do. So working across the organisation to pinpoint the lessons we can learn and help drive through improvement is equally important. You will personally manage complex, sensitive/high profile and multi-party correspondence.

This role is for someone looking to build on their sound complex complaint handling experience and leadership skills, and who has sound and extensive knowledge of our processes and procedures in relation to our regulatory investigations and enforcement.

You will have 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 lots of previous organisational complaint handling 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 in a fast-paced and dynamic environment are also essential.

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 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 lots of experience of reviewing document heavy cases, making sound, common sense judgements and decisions, in a similar complaint handling role.
• Sound and extensive business knowledge of law, framework and rules within the regulation of legal services, especially of our Investigations and Enforcement processes and procedures.
• Personal resilience and skills in dealing with complex complaints and people who may be vulnerable and distressed.
• Well-developed problem-solving skills to achieve practical solutions.
• Experience of working with colleagues to drive through continuous improvement.
• A track record of providing constructive feedback to colleagues.

To apply

Please use the apply button at the bottom of the advert. Please upload a CV and a cover letter addressing how you meet the key criteria for the role under the 'What we are looking for' section.

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

Useful and additional information

This is a full-time role working 35 hours per week. There is a full role profile attached to the bottom of this advert on our website.

The Corporate Complaints Team is recruiting for this role in our Birmingham, Cardiff, and London offices. You will be based in the office nearest to your location, with the expectation of working one to two days a week in the office and the remainder of the week from home. If you are based in the London or Cardiff office, regular travel will be required to the Birmingham office.

The salary offer for this role is £43,427.00 for Birmingham and Cardiff based and £47,769.70 for London based.

Closing date for applications is 16 July 2025 at 09:00am

Shortlisted candidates will be invited to join a written assessment remotely by 31 July to 1 August 2025. Candidates who are successful in the assessment will then attend an interview in-person at our Birmingham office in the week of 18 August 2025.

If your application is successful, one of the team will be in touch to let you know what to expect.

If you have any questions, please contact us via [email protected].