Complaint Handler

Gravesend | £26,000 DOE | GL039

We are seeking a complaint handler with legal knowledge to join our clients’ successful team in Gravesend.

Responsibilities

• Initial contact with dissatisfied clients to understand concerns
• Conducting a full and thorough complaint investigation, collating information from multiple sources
• Liaising with key stakeholders and making recommendations for fair, impartial decisions to refute or uphold the customer complaint
• Liaising with external parties when required such as the Legal Ombudsman
• Ensure complaints are addressed promptly and proactively
• Identify root causes of complaints, offering ideas for improvement to reduce volumes and improve the client experience.
• The ability to write an excellent standard of letter, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.
• Ensure complaints are handled in line with process, procedures and within regulatory timeframes.

Requirements

• Good communication skills
• Attention to detail
• Decision making and problem solving
• Work on own initiative and to prioritise work in order to meet any deadlines set
• Understanding of different legal departments
• Partner 4 Window experience is desirable but not essential

What Our Client Offers

In return for your skills, knowledge, efforts and achievements, you will be rewarded with:

• 25 days holiday plus statutory and bank holidays
• Sick pay scheme
• Private healthcare through AXA after six months of continuous employment
• Workplace pension
• 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)
• No sick bonus if you have zero days off sick in the year
• Formal black tie Christmas party every year and annual summer BBQ/party firm wide
• Subscription to childcare vouchers (if requested)
• Tastecard Membership (currently valid until March 2025)
• Dress down Fridays
• Support staff member of the month

Application Process

If you are a dedicated professional eager to make your mark, we welcome you to submit your CV.

Job Reference

GL033

Job Type: Full-time

Salary: £26,000 DOE

Schedule:

• Monday to Friday

Ability to Commute:

• Gravesend (required)

Work Location: In Person