Complaints Handler

This is a great opportunity to join a leading law firm in Gravesend, who are looking to recruit a permanent Complaints Handler to join my clients operational legal team.

The overall purpose of this role is to be the first point of contact for client complaints. Through investigations and complaint response, this role will be key in listening to customer feedback and reaching positive outcomes.

Duties include:

• Driving the delivery of excellent customer complaint handling, including listening, and proactively investigating customer complaints.
• Writing high quality complaint responses and managing end to end complaint cases
• Identifying trends, areas of improvement and training needs to develop and improve a high-quality service for customers.
• Meet regulatory requirements

Essential:

• legal knowledge/experience as you will need to understand legal terminology
• Complaint handling experience
• Ability to research, investigate and analyse information
• Be confident in writing response letters and emails
• Listening and empathy skills
• Excellent interpersonal and influencing skills

This is a Monday - Friday role with the hours of 9am - 5.30pm