[Hiring] Client Care & Resolutions Officer @IM LLP

Role Description

As an Officer in the Client Care and Resolution team, you will be instrumental in providing expert advice and resolving service complaints from clients, ensuring our business meets its regulatory and legal obligations. You will work closely with the Legal Ombudsman and stay up to date with their policies and procedures. We're looking for a candidate that is passionate about driving positive client experiences, willing to learn and able to thrive in a fast-paced environment.

The role reports to the Senior Officer in the Client Care and Resolution Team and is part of the Client Experience and Operations department in Client Legal Services.

• Collaborating with fee earners at all levels and clients to investigate and resolve service complaints.
• Handling complex complaints, attempting informal resolution by telephone and producing written responses in accordance with our complaints procedure.
• Providing documentary evidence to the Legal Ombudsman to facilitate complaint resolution.
• Identifying and escalating potential compliance or reputational issues to a Senior Officer.
• Developing a thorough understanding of Legal Ombudsman scheme rules and guidance.
• Resolving complex queries efficiently.
• Contributing your views and suggestions and participate in broader department projects.
• Managing payment processes within relevant authorities.
• Recording and maintaining complaint records on internal systems.
• Engaging in continuous improvement of internal team processes by highlighting complaint themes/root causes.

Qualifications

• Experience investigating and resolving complaints, customer escalations or complex service issues in a professional environment.
• Strong written and verbal communication skills, including the ability to explain decisions, manage sensitive conversations and produce clear written correspondence.
• Ability to analyse information, identify key issues and make balanced, evidence-based recommendations or decisions.
• Strong organisational skills with the ability to manage competing priorities and meet deadlines in a fast-paced environment.
• High levels of accuracy and attention to detail when reviewing information, maintaining records and handling sensitive data.

Requirements

• Desirable: Experience working within a regulated environment (for example legal, financial services, insurance, healthcare or similar sectors).
• Desirable: Experience responding to complaints investigated by an external ombudsman, regulator or independent review body.
• Desirable: Knowledge of Legal Ombudsman processes, scheme rules and guidance.
• Desirable: Experience identifying trends, root causes and opportunities for service improvement.
• Desirable: Experience working with legal professionals, fee earners or other specialist stakeholders.

Benefits

• 25 days' holiday as standard, rising to 28 days depending on role level, plus bank holidays and the option to purchase additional leave.
• Opportunities to share in our success through annual pay and bonus review processes for eligible colleagues.
• Health and wellbeing support, including Westfield Health and Digital GP access.
• Competitive pension arrangements to help you plan for the future.
• Two paid volunteering days every year to support causes that matter to you.
• Access to a range of colleague discounts and lifestyle benefits to support you both inside and outside of work.
• Wide range of well-being initiatives to encourage positive mental health both in and out of the workplace.