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Client Care and Resolution Officer

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Irwin Mitchell

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Legal
  • Birmingham

AI generated summary

  • You need excellent communication, high accuracy, complaint handling experience in pressure, strong organization skills, and the ability to work independently and in a team to resolve complaints.
  • You will resolve client complaints, liaise with fee earners, provide evidence for the Legal Ombudsman, manage records, and identify process improvements and compliance issues.

Requirements

  • Excellent communication skills.
  • High accuracy and attention to detail.
  • Experience in complaint handling within a high-pressure environment and tight deadlines.
  • Ability to work effectively under pressure, both independently and as part of a team.
  • Strong organisational skills with the ability to prioritise workload effectively.
  • Experience of working within an operational team responsible for resolving complaints.

Responsibilities

  • Collaborate with fee earners at all levels and clients to investigate and resolve service complaints.
  • Handle complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
  • Provide documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
  • Identify and escalate potential compliance or reputational issues to a Senior Officer.
  • Develop a thorough understanding of Legal Ombudsman scheme rules and guidance.
  • Resolve complex queries efficiently.
  • Contribute your views and suggestions and participate in broader department projects.
  • Manage payment processes within relevant authorities.
  • Record and maintain complaint records on internal systems.
  • Engage in continuous improvement of internal team processes by highlighting complaint themes/root causes.

FAQs

What is the role of a Client Care and Resolution Officer?

The role involves providing expert advice, resolving service complaints from clients, investigating issues, and ensuring the business meets its regulatory and legal obligations.

What qualifications are required for this position?

Candidates should have excellent communication skills, experience in complaint handling, high accuracy and attention to detail, and strong organizational skills.

Is there an opportunity for growth within the company?

Yes, the position encourages contribution to broader department projects and continuous improvement of team processes, providing opportunities for personal and professional growth.

How does the company support employee well-being?

The company offers a range of well-being initiatives, including a Flexible by Choice program for hybrid working, volunteering days, and health memberships to promote positive mental health.

What benefits are offered to employees?

Employees receive 25 days of holidays plus bank holidays, flexible pension schemes, two paid volunteering days each year, and access to health services.

Do we handle complex complaints?

Yes, handling complex complaints is a key responsibility of the role, including informal resolution attempts and producing written responses.

How does the role contribute to client experience?

The role involves investigating and resolving service complaints to drive positive client experiences, ensuring client satisfaction and compliance with legal standards.

Will I be working independently or as part of a team?

The role requires both independent work and collaboration with colleagues, particularly with fee earners and the Senior Officer in the Client Care and Resolution team.

What does the onboarding process entail?

The onboarding process includes pre-employment screening to ensure eligibility to work in the UK, criminal record checks, and financial checks to maintain integrity and protect stakeholders.

Is Irwin Mitchell LLP an equal opportunity employer?

Yes, Irwin Mitchell LLP is committed to being an equal opportunity employer and fostering a diverse and inclusive workplace.

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Irwin Mitchell

Our legal experts understand your challenges and strategic goals. That’s the human touch that matters.

Law
Industry
1001-5000
Employees
1912
Founded Year

Mission & Purpose

Irwin Mitchell is a company that operates in the legal and professional services sector, offering a wide range of legal solutions to individuals, businesses, and organisations. Their ultimate goal is to provide expert legal advice and support, helping clients navigate legal challenges, protect their rights, and achieve favourable outcomes. Irwin Mitchell's purpose revolves around delivering accessible and tailored legal services, advocating for justice and fairness, and empowering clients with the legal tools and resources needed to address their legal needs effectively. Through their expertise, they aim to make the legal system more understandable and accessible, ensuring that individuals and businesses can effectively protect their interests and rights.