Job Summary

This is a varied and interesting role where you will be working as part of a small team specialising in Customer Relations related work. The team provides an important feedback loop to the business about our performance against customer metrics alongside giving assurance around managing our regulatory risk.

Much of the work involves investigating formal complaints and then summarising the output of your investigation to customers and key stakeholders within the business, managing various forms of customer communication directly into the team and working to resolve complaints in the best interest of the business with the Legal Ombudsman.

Core Responsibilities

· Investigate and respond to customer complaints

· Undertake root cause analysis work.

· Deliver training to operational teams ranging from customer service to regulatory adherence (virtual/classroom/e-learning).

· Liaise with the Legal Ombudsman Service to resolve disputed complaints.

· Liaise with business partners and operational teams to support complaints resolution.

· Supporting the business around vulnerable customers and the vulnerable customer process

· To undertake any other tasks as deemed relevant and reasonable by the business.

· Managing all relevant email inboxes and associated work.

KPIs

Your KPIs and Objectives will be discussed and agreed with you on a one-to-one basis. You will have regular one-to-one meetings with your line manager to review your performance against these objectives and identify any areas for development and/or required support.

Person Specification

Essential

· Good communication skills (verbal and written)

· To have attention to detail

· To be able to work in a fast paced, and (at times) pressurised environment

· Good analytical and problem solving skills

· Enthusiastic, positive, pro-active and has a “can do” attitude

· Good Microsoft Office skills (including Excel)

· Some personal injury claims experience

· An understanding of our regulatory obligations and our internal complaints process

· Experience of handling complaints in a regulated environment, or experience of dealing with SRA regulatory compliance matters

Desirable

· Strong presentation skills – able to effectively present information to a group, including senior stakeholders

Personal Development

This is a real career development opportunity for the right candidate, opening up the interesting and varied role of Customer Relations Specialist to the right person. The work is interesting insightful and gives you the opportunity to work with most areas of the business and raise your profile in line with the work completed.

Working Hours

35 hours per week, 9am – 5pm with an hour lunch break. Flexibility with hours may be required / agreed with your line manager.

Travel

Mix of remote and office based working.

Equal Opportunities

Minster Law is committed to equality and diversity and being a workplace that creates a sense of belonging for everyone.

We’re an equal opportunity and disability confident employer. All applicants will be considered for employment regardless of age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, neurodiversity, or disability status. You can read more about our commitment to equality and diversity on the Minster Law website.

Final note

The Recruitment Team at Minster Law would like to thank you for applying for Employment with us. Due to the high volume of applications, please note if you have not heard back from us in 10 working days, you have not been successful on this occasion.