Complaints Handler

Diamond Search Recruitment are working with a well-established and successful Law Firm and assisting them in the hire of a Complaints Handler to join their team.
Key responsibilities will include:
As a Complaints Handler, you will play a crucial role in maintaining our commitment to delivering exceptional customer service. You will be responsible for receiving and acknowledging all client service issues, conducting thorough investigations, and ensuring timely resolutions. You will maintain the highest level of professionalism while focusing on quick and efficient solutions.
* Receive and acknowledge all client service issues in line with the complaints procedure
* Thoroughly investigate all client service issues through discussion with the client and appropriate internal staff
* Resolve all client service issues in a timely manner, always focusing on client resolution and retention
* Maintain the highest level of professionalism, whilst focusing on quick and efficient solutions whenever possible
Ideal candidate would have attention to detail and be articulated in handling enquiries.
* Monitor daily activities of each client services executive, disseminating daily duties, tracking performance and training staff on operating procedures and company services
* Administration
* Good communication skills
* Attention to detail
* Experience of working within a complaints environment within a regulated environment
* Work on own initiative and to prioritise work in order to meet any deadlines set
* Be the first point of contact for all complaints and will be drafting letters etc, if the complaints are escalated then they will refer to the Legal Ombudsman
* Excellent telephone manner, good customer service skills, letter writing admin skills etc.
Firm Wide Benefits:
* 25 days holiday a year plus statutory and bank holidays
* Firm sick pay scheme
* Private healthcare through AXA PPP after six months of continuous employment (qualifying criteria applies)
* Workplace pension (qualifying criteria applies)
* 30% discount on all legal services for members of staff where you instruct Hatten Wyatt and/or Morlings
* 25% discount on legal services for staff’s immediate family members (namely parents, siblings and children)
* Introduction bonuses payable if you introduce a new member of staff to the Firm (subject to terms and conditions and amounts vary dependent on the vacancy type)
* No sick bonus payable in December if you have zero days off sick in the year
* £50 bonus a year if you are a first aider or fire marshal and undertake regular training
* Firm wide formal black tie Christmas party annually
* Subscription to childcare vouchers via Edenred (if requested)
* Tastecard membership to enjoy the exclusive offers Tastecard has to offer (currently valid until March 2025)
Immediate Interviews Available!
Diamond Search Recruitment is acting as an Employment Agency in regards to this vacancy