Complaints Officer (Legal/Regulatory)

Job Description


The Investigation and Supervision team investigate serious matters of misconduct and regulatory breaches against the solicitors and law firms we regulate.

Sometimes, those who have reported their concerns, or those who we investigate, aren’t happy with the service we provide. As a Complaints Officer working within our Investigation and Supervision team, you will investigate, respond to, and resolve complaints about the team’s service and deal with correspondence on closed files.

Having previous comparable experience, the role holder will enjoy analysing complex investigation files and have a real commitment to fair and excellent customer service and continuous improvement.

You will need to have resilience and skills in dealing with people who may be emotional and distressed as well as an awareness of the impact of our complaint responses and understanding of potential reputational risks.

The ability to provide high quality, clear, empathetic and customer focused responses, is at the heart of this role.

What we offer

A chance to use your excellent analytical, problem solving and decision-making skills.
An opportunity to showcase your exemplary communication skills both written and on the telephone.
Involvement in our change initiatives and the chance to train others and share best practice widely across the organisation.
The satisfaction of working in a friendly unit, committed to providing those who use our services with excellent customer service and understanding of the difficult situations they may be facing.

What we are looking for

Substantial practical experience of carrying out investigation work or complex analytical complaints in a legal or regulatory environment or similar
Excellent analytical skills and ability to assimilate and understand disparate information to make sound and fair judgments and decisions
Highly developed interpersonal, communication and influencing skills and ability to communicate with staff and stakeholders at all levels
Able to demonstrate sensitivity, understanding and empathy as part of providing excellent customer service
Highly organised and able to manage and prioritise workload to deliver targets
Proactive and confident in approaching colleagues to share learning and provide feedback

Useful information

To apply, please use the apply button at the bottom of the advert. You will be asked to upload a CV and fill out an application form detailing how you meet the essential criteria for this role. Please keep your answers to a maximum word count of 300 for each criterion.
There is a full role profile and information pack attached at the bottom of this advert
If you have any questions about the role or organisation that aren’t answered on our website or in the advert, please contact us via
Our staff are currently working from home and all interviews and assessments are being conducted virtually. If your application is successful one of the team will be in touch to let you know what to expect
This role is based in our Birmingham office but due to the pandemic the successful candidate will be working from home for the foreseeable future. Looking forward, there is scope for this role to be based from home for part of the week
We are able to offer this role on a part time basis; minimum hours required would be 28 hours working over 4 days
Closing date for applications is 27 September at 23:55, however we may choose to close this at an earlier date. If you are interested, we encourage you to apply as soon as possible.

Previous applicants to this role in the last six months need not re-apply.

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.
We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life.

Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.

Complaints Officer
+44 370 606 2555
Website Link
  • Date Posted
  • 14 September 2020 1:42 pm
  • Applicants Applied
  • 0 Resumes Sent
  • Location
  • Job Title
  • Complaints Officer (Legal/Regulatory)
  • Hours
  • Unknown
  • Salary
  • £33,379 Fixed Salary (annually)
  • Experience
  • Bachelor's degree
Company Details