Complaints Manager

Slater and Gordon is a leading consumer law firm providing a broad range of specialist legal and complementary services. We are undergoing a significant transformation across all areas of the business, with a focus on people and technology. Our mission is to give people easier access to our world-class legal services.

We are seeking an experienced and proactive Complaints Manager to lead and develop a team of Complaints Analysts within our legal services business. This is a key leadership role responsible for ensuring complaints are managed effectively, fairly, and in accordance with regulatory requirements, while delivering excellent outcomes for both clients and the firm.

The successful candidate will be a subject matter expert in complaints management, with a strong understanding of the Legal Ombudsman framework and the legal complaints process. They will oversee complex complaints, support and coach a team of analysts, identify trends, and drive continuous improvements across the complaints function.

Key Responsibilities

• Lead, motivate, and develop a team of Complaints Analysts and Senior Complaints Analysts, ensuring high levels of performance and engagement.
• Oversee the end-to-end management of complex and high-risk complaints.
• Ensure complaints are investigated thoroughly, fairly, and within regulatory deadlines.
• Provide guidance and support to the team on case management and complaint resolution.
• Act as the escalation point for complex cases and customer dissatisfaction.
• Liaise with internal stakeholders, including legal teams and senior management, to facilitate complaint resolution.
• Manage interactions with the Legal Ombudsman and support the business through Ombudsman investigations and reviews.
• Analyse complaints data and trends to identify root causes and opportunities for service improvement.
• Produce management information and reports on complaint volumes, outcomes, and regulatory compliance.
• Ensure adherence to relevant regulatory, legal, and company policies and procedures.
• Drive a culture of customer focus, accountability, and continuous improvement.

About You

To be successful in this role, you will have:

• Previous experience managing a complaints function or team within a law firm or legal services business.
• Strong knowledge of the Legal Ombudsman process and requirements.
• Experience handling and investigating complex complaints from initial receipt through to resolution.
• Proven people management experience, including coaching, development, and performance management.
• Understanding of how legal cases are run and managed, particularly within personal injury and consumer law, throughout the client journey.
• Excellent investigation, problem-solving, and decision-making skills.
• Strong written communication skills, with experience drafting detailed complaint responses.
• Ability to influence stakeholders at all levels and challenge appropriately where required.
• Strong analytical skills with the ability to identify trends and recommend business improvements.

Desirable

• Knowledge of Solicitors Regulation Authority (SRA) requirements and consumer duty principles.
• Experience managing Legal Ombudsman referrals and outcomes.
• Relevant complaints, compliance, or legal qualifications.

What We Offer

• Competitive salary and benefits package.
• Hybrid and flexible working options.
• Opportunities for professional development and career progression.
• Supportive and collaborative working environment.
• The opportunity to make a real impact on customer experience and service quality.

If you are an experienced complaints professional with a passion for delivering fair customer outcomes and leading high-performing teams, we would love to hear from you.