The Claims and Complaints Manager oversees the complaints process, ensuring compliance, effective communication, and fair resolutions while supporting other team projects.
We have an exciting opportunity for a Claims and Complaints Manager to join our well-respected Risk and Compliance team. This varied and interesting role is to provide effective and proactive complaints handling across the business where you will receive, investigate and resolve client complaints and ensure the smooth running of the complaints process. You will play a pivotal role within the team, working closely with the Client Care Partner and Head of Compliance. This is a permanent, part time (0.6 FTE) role offered on a predominantly remote basis with occasional Taunton office attendance.
Key Responsibilities
The role will entail the following:
- Managing the complaints process ensuring compliance with regulatory guidelines and communicating with clients effectively to reach a fair outcome.
- Maintaining clear and professional communication with clients throughout the process, explaining the procedure, and providing updates on the investigation.
- Preparing preliminary decisions on complaints.
- Identifying serious complaints that may require escalation.
- Acting as first point of contact for the Legal Ombudsman and managing the Legal Ombudsman complaint process.
- Keeping detailed records of all complaints, their investigation, and the outcomes for internal and regulatory purposes.
- Reporting circumstances and claims to insurers.
- Acting as first point of contact for insurers and liaising with partners and fee-earners concerning ongoing circumstances and claims.
- Supporting the Client Care Partner and Head of Compliance on other projects as required.
- Undertaking any additional duties which from time to time may be requested.
Skills, Knowledge and Expertise
Working closely with the Client Care Partner, Head of Compliance, fee earners and other staff across the business, this role would best suit someone who is proactive and enthusiastic with great attention to detail and the ability to communicate with people at all levels.
The successful candidate will be a solicitor or FCILEx with a minimum of 2 years’ PQE and a background in conveyancing, private client or litigation work preferred. The candidate will have a keen interest in client care and complaints handling with a sympathetic and solution-based approach to approaching problems. Ideally you will have complaints handling experience in a legal or professional services environment. You will be a real people person with the ability to build rapport quickly. We welcome applications from those who feel they meet the skills and behaviour requirements.
Benefits
In addition to a competitive salary, our benefits package includes:
- 25 days holiday, in addition to plus bank holidays (pro rata)
- Extra day of holiday for your birthday
- Annual Bonus Structure
- Private Healthcare
- Flexible Working
- Pension Scheme(s)
- Life Assurance
- Eye Tests
- Flu Jabs
- Corporate Gym Membership Discounts
- Discounted legal support
- Opportunities to get involved with charity fundraising, sports teams, and office socials
About
Porter Dodson is an award-winning Top 200 UK Law Firm, providing commercial and private legal services to individuals and businesses across Somerset, Devon and Dorset.We're proud of a regional presence that gives clients the local connections and friendly in-person service they love. Being embedded in our local communities and market sectors gives our clients a superb service grounded in the real world.What makes Porter Dodson a great place to work is our people and our culture. Our team are the lifeblood of the firm, and we are fully committed to ensuring our team are motivated, well cared for, and fulfilling their potential at work. Our people are our priority, which is why we have such excellent staff retention rates and how we have sustained a gold accreditation from Investors in People since 2016.
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