Senior Corporate Complaints Officer

Birmingham, West Midlands
Birmingham £36,081 - £42,448 per annum London £39,057 - £45,950 per annum
11 Jan 2017
31 Jan 2017
1 year
Full time
Contract type

Senior Corporate Complaints Officer    

The role

This is a new and critical role at the heart of our Corporate Complaints function -– dealing with complaints about our service. The role holder will need a real commitment to excellent service and providing those who raise concerns with us with a fair and transparent response. It is of great importance that we use the information that we gain from complaints to continuously improve what we do, so working with the team to pinpoint the lessons we can learn is equally important. Overseeing the quality of the team's work and personally managing sensitive/high profile correspondence, this role is for someone looking to build on their sound complex complaint handling experience in an interesting challenging organisation.

What we offer

  • The chance to showcase your exemplary communication skills to resolve high profile and complex complaints.
  • The opportunity to lead and deliver change initiatives to help us continually improve and share best practice.
  • The satisfaction of coaching, mentoring and providing advice to team members, and ensuring fairness and high quality outcomes for our stakeholders.
  • The chance to work with us to further develop and improve our focus on customer service.
  • An opportunity to deputise for the Head of Corporate Complaints - developing people and operational management skills.

What we are looking for

  • Exemplary written and oral communication skills with a track record of communicating complex 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 proven ability to make sound, common sense judgements, in a similarly complex complaint handling role.
  • Awareness of the impact of our complaint responses to individuals and a sound understanding of potential reputational risks.
  • Good coaching skills with proven experience of mentoring, coaching and developing people to achieve high levels of performance
  • Good experience of working across teams to share lessons learned and share best practice.
  • An enquiring mind and a focus on finding satisfactory solutions and opportunities to improve our work.
  • A good understanding of, or proven ability to get up to speed quickly, with 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 (a legal qualification is desirable)
  • Knowledge of law, framework and rules within the regulation of legal services
  • Knowledge of principles / rules against which the SRA make decisions
  • 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
  • Excellent constructive feedback skills
  • Good awareness of Equality and Diversity considerations
  • Highly organised and able to manage and prioritise workload to deliver targets
  • Experience of engaging and involving staff to continually improve
  • Good understanding of the SRA's role and strategic objectives
  • Resilient and able to work under pressure in a constantly changing environment

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