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Team Leader Client Care & Resolution

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Irwin Mitchell

25d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Legal
  • Birmingham

AI generated summary

  • You must have legal complaints resolution experience, strong leadership, analytical skills, excellent communication, and a good grasp of the Legal Ombudsman scheme.
  • You will lead a team to resolve client complaints efficiently, ensure adherence to policies, drive improvements, monitor KPIs, coach team members, and align objectives with firm goals.

Requirements

  • Proven experience in complaints investigation and resolution within the legal industry and a passion for client satisfaction.
  • Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve high standards of performance.
  • Ability to develop strong partnerships and proactive collaboration with fee-earners, Partners, and areas such as the Group Counsel Team (GCT).
  • Ability to cut through complexity and drive good client outcomes.
  • Strong analytical skills to track critical KPIs, identify trends and inform strategic decisions.
  • Commitment to continuous improvement and high standards of client service.
  • Excellent written and verbal communication and interpersonal skills.
  • A proactive and adaptable approach, with the ability to navigate and manage change in a fast-paced and dynamic environment.
  • Exceptional organisational and time management skills, with the ability to prioritise and delegate tasks effectively.
  • Strong understanding of the Legal Ombudsman scheme rules and regulatory requirements is desirable.

Responsibilities

  • Inspire and motivate the Complaints Resolution team to ensure timely and effective resolution of client complaints.
  • Provide guidance and support to team members, fostering a collaborative and high-performance environment.
  • Communicate and embed new regulations or processes within the team.
  • Onboard new team members and ensure effective training plans are in place.
  • Ensure adherence to the firm’s complaints procedure and wider policies.
  • Align with the Legal Ombudsman scheme rules and work alongside the Ombudsman to agree on appropriate outcomes for complaints.
  • Drive good client outcomes and maintain high standards of client service.
  • Manage payment processes within relevant authorities, ensuring timely and accurate processing of payments related to complaints resolution.
  • Identify potential compliance or reputational concerns and escalate these to the appropriate teams.
  • Ensure all complaints are handled in accordance with regulatory requirements and firm policies.
  • Own and manage the Complaints Policy and associated procedures.
  • Drive a culture of continuous improvement within the team to enhance the complaints handling process.
  • Share best practices within the team and across the LLP.
  • Address root causes of complaints and implement strategies to prevent recurrence.
  • Use internal and external insights to identify emerging risks and opportunities for improvement across the organisation.
  • Produce and monitor critical Key Performance Indicators (KPIs) to track the effectiveness of the complaints handling process.
  • Identify themes and trends from KPIs to inform strategic decisions and improvements.
  • Conduct regular quality assurance to ensure high standards of complaints handling.
  • Coach and develop team members, providing regular feedback and support for professional growth and talent management.
  • Conduct strategic planning to align team objectives with the firm’s goals.

FAQs

What is the main purpose of the Team Leader Client Care & Resolution role?

The main purpose of the role is to deliver exceptional client outcomes, drive continuous improvements, and lead a high-performing Client Care and Resolution team.

What are the key responsibilities of the Team Leader in terms of team leadership?

Key responsibilities include inspiring and motivating the Complaints Resolution team, providing guidance and support, communicating new regulations or processes, and onboarding new team members with effective training plans.

How does the Team Leader handle complaints?

The Team Leader ensures adherence to the firm's complaints procedure, aligns with Legal Ombudsman scheme rules, drives good client outcomes, and manages payment processes related to complaints resolution.

What is the focus of compliance and risk management within this role?

The focus is on identifying potential compliance concerns, ensuring all complaints are handled according to regulatory requirements, and managing the Complaints Policy and associated procedures.

What initiatives are encouraged for continuous improvement in complaints handling?

Initiatives include driving a culture of continuous improvement, sharing best practices, addressing root causes of complaints, and identifying emerging risks and opportunities for improvement.

What skills are required for a successful candidate?

Required skills include proven experience in complaints investigation, excellent leadership and team management skills, strong analytical abilities, excellent communication skills, and a proactive, adaptable approach to change.

What benefits does the firm offer to employees?

Benefits include 25 days of holiday, a flexible pension scheme, paid volunteering days, Westfield Health membership, and various well-being initiatives.

How does the firm ensure a supportive work environment?

The firm promotes a friendly and inclusive environment, implements well-being initiatives, and provides flexible working options through their Flexible by Choice programme.

What are the requirements for the employment screening process?

The employment screening process includes checks for eligibility to work in the UK, criminal record, and financial checks to ensure honesty and integrity.

Is Irwin Mitchell LLP an equal opportunity employer?

Yes, Irwin Mitchell LLP is committed to being an equal opportunity employer.

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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.