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Legal Customer Services and Complaints Assistant

Guildford, Surrey
£35,000 per annum
Closing date
30 Apr 2024

Job Details

We believe traditional law firms are outdated. Long hours and punishing billing targets mean that lawyers often don't have the time or capacity to do their best work. Which, in turn, means client satisfaction and customer care suffer.

At Setfords, we do things differently.

We treat people like people, not casework. Our pioneering and award-winning consultant-led model is disrupting a centuries-old market, allowing us to put our lawyers and clients’ best interests at the heart of everything we do. We are building a team that uses rich datasets, cutting-edge tech and industry-leading marketing smarts to deliver our vision: to be a law firm for everyone.

The Opportunity
This role will play a key part in the Compliance Department and will undertake a number of tasks to support both the Legal Customer Services and Complaints Manager and the wider Compliance team.
Duties and Responsibilities (not limited to)


  • Triaging of enquiries and providing early resolution
  • Fielding telephone calls/early client contact
  • Drafting initial acknowledgements to complaints;
  • Liaising with our lawyers on enquiries;
  • Assistance with client communication;
  • Processing bank payments;
  • Preparing papers on file transfers etc.;
  • Post-completion liaison (i.e. assisting with requisitions).

Skills and Experience

  • Previous experience in property or litigation is essential;
  • Excellent communication skills, both written and verbal;
  • Organised approach with strong attention to detail;
  • Good team player;
  • Ability to work under pressure and to strict deadlines;
  • Good at problem solving;


  • Private medical
  • Life assurance
  • Pension via NEST
  • Cycle to work scheme
  • Free breakfast, lunch, snacks and drinks provided in our onsite Bistro
  • Free onsite gym with access to a Personal Trainer
  • Employee Assistance Programme
  • 22 days annual leave, increasing after 2 years service 1 day per year to a total of 27 days
  • Christmas closure pay
  • Occupational Health
  • Lots of free company events

Diversity and Inclusion

Diversity, equity and inclusion are incredibly important to us at Setfords. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments that you may require for a successful application process. Please don’t hesitate to get in touch if we can assist in making your application process and experience as positive as possible.
Our values

One team
At Setfords, we believe the only way we will deliver on our business’ amazing potential is by working together. We share in each other’s successes, and help each other out when things don’t go to plan – and we do so with a total absence of ego, blame, or internal competition.

Here to help
We help our clients and our consultants succeed because we are always happy to go the extra mile. Our first thought is always “I’m here to help”, not “is it my job to?”, and we relish the opportunities that this brings: to go beyond our comfort zone, and to learn new skills.

Smart problem-solvers
We work with thousands of clients and hundreds of lawyers every year – and every year we get better at understanding what those clients and lawyers need. We use cutting-edge tools, data analytics and subject-matter expertise to inform all of our judgements, and bring an entrepreneur’s mindset to work every day, always looking for ways to improve our offering.

Break new ground
Setfords is transforming a centuries-old industry, and we are doing it fast. We love the challenges and opportunities that our high-growth, dynamic culture generates, and we are always on the lookout for a new technology or interesting new perspective that will allow us to get to our destination even faster.

Nurturing talent
Whether you are a lawyer who has been qualified for decades or a new hire embarking on the first steps of your career, we believe in giving everyone within our business the opportunity to reach their full potential. We have a proven track record of promoting from within, and many of our leaders and future leaders have started their working journeys at Setfords. For our consultants, we provide the platform, coaching and support that allows our lawyers to provide legal services the way they want.


At Setfords we believe lawyers deliver their best when they have the support they need and the rewards they deserve, which is why we have created a better way of working.  Our consultant lawyers enjoy greater financial remuneration, a better work-life balance, and are freed from the distraction of office politics, management responsibility and billing targets. 

Forget commuting and presenteeism culture. As a consultant at Setfords, you can work where you want and when you want, knowing the support you need to deliver for your clients is being handled by our expert team. 

Setfords Solicitors, which includes our sister company, Setfords London, offers a market-leading fee share package and has more than 450 consultant lawyers nationwide across multiple disciplines, ensuring you can provide a wider offering to your clients. Many of our lawyers are leaders in their field, regularly handling high-profile, groundbreaking cases. 

Company info
74 North Street
United Kingdom

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