Complaints Assistant

Risk & Compliance Manchester Office based role

I’m working with a leading National UK law firm looking for a Complaints Assistant to join its central Risk & Compliance team. This is a role for someone who enjoys getting to the facts of a situation, writing clearly and helping reach fair, practical outcomes for clients. You’ll support the Complaints Lead with complaints from initial acknowledgement through to resolution, while helping the firm identify themes and improve its client care.

The Role

• Reviewing matter files, correspondence and other evidence to investigate client complaints.
• Speaking with fee earners and colleagues across the firm to establish what happened and agree next steps.
• Drafting clear complaint responses, including final response letters where appropriate.
• Keeping accurate records of actions, outcomes and deadlines.
• Helping produce complaints reports and identify lessons learned.

About you

• You have strong written communication skills and can turn detailed information into a clear, balanced response.
• You’re organised, discreet and comfortable managing several deadlines at once.
• You can handle sensitive conversations professionally and work confidently with colleagues at different levels.
• Experience in complaints handling, client care or legal risk and compliance would be valuable. Knowledge of SRA complaints requirements or the Legal Ombudsman would be a bonus.

This could suit someone already supporting complaints in a law firm who is ready for a broader role with more involvement in investigations and drafting. Or someone with some exposure to complaints in professional services...

Interested? Know someone who could be great? Reach out for a confidential conversation.