Slater and Gordon Lawyers (UK)
Complaints Manager
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Slater and Gordon
Slater and Gordon are a leading consumer law firm which provides a broad range of specialist legal and complementary services. We are undergoing a huge transformation across all areas of the business, with a focus on people and technology, and our mission is to give people easier access to our world class legal services.
We Are Seeking a Complaints Manager
We are seeking an experienced and proactive Complaints Manager to lead and develop a team of Complaints Analysts within our legal services business. This is a key leadership role responsible for ensuring complaints are managed effectively, fairly and in accordance with regulatory requirements, while delivering excellent outcomes for both clients and the firm.
Key Responsibilities
- Lead, motivate and develop a team of Complaints and Senior Complaints Analysts, ensuring high levels of performance and engagement.
- Oversee the end-to-end management of complex and high-risk complaints.
- Ensure complaints are investigated thoroughly, fairly and within regulatory deadlines.
- Provide guidance and support to the team on case management and complaint resolution.
- Act as the escalation point for complex cases and customer dissatisfaction.
- Liaise with internal stakeholders, including legal teams and senior management, to facilitate complaint resolution.
- Manage interactions with the Legal Ombudsman and support the business through Ombudsman investigations and reviews.
- Analyse complaints data and trends to identify root causes and opportunities for service improvement.
- Produce management information and reports on complaint volumes, outcomes and regulatory compliance.
- Ensure adherence to relevant regulatory, legal and company policies and procedures.
- Drive a culture of customer focus, accountability and continuous improvement.
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About You
To be successful in this role, you will have:
- Previous experience managing a complaints function or team within a law firm, or legal services business.
- Strong knowledge of the Legal Ombudsman process and requirements.
- Experience handling and investigating complex complaints from initial receipt through to resolution.
- Proven people management experience, including coaching, development and performance management.
- Understanding of how legal cases are run and managed (particularly within personal injury and consumer law fields) throughout the client journey.
- Excellent investigation, problem-solving and decision-making skills.
- Strong written communication skills, with experience drafting detailed complaint responses.
- Ability to influence stakeholders at all levels and challenge appropriately where required.
- Strong analytical skills with the ability to identify trends and recommend business improvements.
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Desirable
- Knowledge of Solicitors Regulation Authority (SRA) requirements and consumer duty principles.
- Experience managing Legal Ombudsman referrals and outcomes.
- Relevant complaints, compliance or legal qualifications.
What We Offer
- Competitive salary and benefits package
- Hybrid and flexible working options
- Opportunities for professional development and career progression
- Supportive and collaborative working environment
- The opportunity to make a real impact on customer experience and service quality
If you are an experienced complaints professional with a passion for delivering fair customer outcomes and leading high-performing teams, we would love to hear from you.
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