Shakespeare Martineau
Complaints and Investigations Manager
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Complaints and Investigations Manager
Department: Managed Legal Services - Managed Legal Services - Claims & Regulatory Investigations - Claims & Regulatory Investigations - 3803 Location: Birmingham
Description
- Lead a growing service line- Play a pivotal role in building and delivering a high-quality complaints and investigations function, supporting both internal brands and external clients as our Regulation, Compliance & Advisory offering expands.
- Influence business improvement- Work closely with senior leaders, regulators, insurers and operational teams to identify trends, drive service improvements and strengthen risk management across the Ampa Group.
- Develop your career. As the service grows, you'll have the opportunity to expand the team, broaden your responsibilities and help shape a new area of the business.
The role
We're looking for a Complaints & Investigations Manager to join Ampa and lead the development and delivery of our complaints handling and investigations function.
Initially focused on supporting brands across the Ampa Group, this role will evolve into a client-facing position delivering outsourced complaints and investigations services to external organisations as our Regulation, Compliance & Advisory offering continues its ambitious growth journey.
Reporting to the General Counsel and Deputy General Counsel for the Portfolio Brands, you'll oversee complaints and investigations from inception through to resolution, managing a Complaints & Investigations Assistant and coordinating additional support from our flexible legal resource pool.
This is a unique opportunity to help shape a growing service line, working with senior stakeholders across legal and non-legal businesses, regulators, insurers and external clients. You'll play a key role in identifying trends, improving processes, supporting regulatory compliance and helping colleagues navigate challenging situations.
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We're looking for someone who combines excellent judgement, strong stakeholder management skills and a practical, solutions-focused approach. The role would suit a qualified solicitor or an individual with equivalent experience in complaints handling, investigations, risk, regulatory compliance or professional services.
With significant growth planned for this arm of the business, this role offers the opportunity to develop new services, influence strategy and build a team as the function expands.
Key Responsibilities
What you'll be doing
- Lead and develop Ampa's complaints and investigations function, supporting both internal and external clients
- Supervise and coordinate complaints and investigations from initial receipt through to resolution
- Manage and support a Complaints & Investigations Assistant and wider legal resource support
- Develop and deliver an outsourced complaints handling and investigations service to the market
- Draft and oversee high-quality responses to complex complaints and investigations
- Conduct and coordinate root cause analyses to identify opportunities for improvement
- Build strong relationships with senior stakeholders across the Ampa Group and external clients
- Liaise with regulators, insurers and the Legal Ombudsman where required
- Identify matters that may require insurer notification or regulatory escalation
- Maintain complaints data and produce meaningful management information, reporting and trend analysis
- Drive continuous improvement through insight, training and process enhancements
- Develop and maintain complaints handling procedures, precedents and best practice guidance
- Support quality assurance, accreditation processes and external audits
- Deliver training and coaching to colleagues on complaint prevention, client care and regulatory requirements
- Contribute to business development activities, client relationship management and service growth initiatives
- Assist with client onboarding, engagement documentation, invoicing and credit control processes
- Present findings, trends and recommendations to senior leadership teams and insurers
- Collaborate with colleagues across risk, claims, legal, compliance, marketing and business development functions
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Skills, Knowledge & Expertise
- Experience managing complaints, investigations, risk or regulatory matters within a professional services environment
- Strong knowledge of complaints handling, investigations and regulatory compliance, with experience working alongside insurers, regulators or ombudsman schemes desirable
- Excellent judgement and the ability to manage sensitive, complex issues with professionalism, empathy and commercial awareness
- Strong communication and stakeholder management skills, with confidence influencing senior leaders and producing high-quality written responses
- Analytical thinking, using data and insight to identify trends, manage risk and drive continuous improvement
- Leadership experience, with the ability to supervise, coach and develop others
- Commercial awareness and enthusiasm for helping grow new services and build strong client relationships
- Excellent organisation, adaptability and the ability to manage competing priorities in a fast-paced environment
- A collaborative, proactive mindset with a commitment to delivering exceptional client service
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