Corporate Complaints Officer

Birmingham, West Midlands
Birmingham £30,849 - £36,293 per annum London £33,645 - 39,583 per annum
11 Jan 2017
31 Jan 2017
Practice area
Risk and compliance
Full time
Contract type

Corporate Complaints Officer  

The role
As a Corporate Complaints Officer, you will investigate, respond to and resolve complaints about our service. The role holder will have a real commitment to fair and excellent customer service and continuous improvement. Providing high quality, clear, empathetic and customer focussed 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 team, 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

  • Exemplary written and oral communication skills with a track record of communicating messages in a clear, straightforward and empathetic way.
  • Personal resilience and skills in dealing with people who may be emotional and distressed.
  • Excellent analytical and problem solving skills with a proven ability to make sound, common sense judgements, in a similar complaint handling role.
  • Awareness of the impact of our complaint responses and sound understanding of potential reputational risks.
  • An enquiring mind seeking solutions and experience of driving through continuous improvement.
  • A good understanding of, or proven ability to get up to speed quickly, our rules and regulatory framework and the wider legal services market.
  • A track record of providing constructive feedback to colleagues.

Please ensure that your CV and covering letter clearly demonstrate how you meet the knowledge, skills and experience requirements of the role.

Interviews will be held on the 6 and 10 February 2017 in London and 8 and 9 February 2017 in Birmingham.

The role can be based in our Birmingham or London office. When applying please state the location you want to be based.

Should you be based in London, you will be required to travel to the Birmingham office 2 days per week.


The successful candidate will be able to demonstrate the following knowledge, skills and experience:

  • Educated to degree level or equivalent
  • Highly Developed written communication skills
  • Highly developed interpersonal, communication and influencing skills and ability to communicate with staff and stakeholders at all levels
  • Excellent analytical skills and ability to assimilate and understand disparate information to make sound and fair judgements and decisions
  • Good awareness of Equality and Diversity considerations
  • Highly organised and able to manage and prioritise workload to deliver targets
  • Good understanding of the SRA's role and strategic objectives

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 a generous flexible benefits package, a friendly working environment and the opportunity to develop your career within a professional organisation.  

Vacancy closing date: 31/01/2017 23:55 The Solicitors Regulation Authority is an Equal Opportunities Employer