Careers

Complaints Officer

Start Date: 06/02/2025 | End Date: 21/02/2025

Salary: Up to £26,500 DOE

Job Title: Complaints Officer

Location: Hybrid - Leeds / Home Working

Reports To: Complaints Manager

Hours of Work: 35 hours per week (09.00 - 17.00 with 1 hour for lunch). Some flexibility may be required according to workloads.

Salary: Up to £26,500 per annum (depending on experience)

JOB PURPOSE

You will carry out duties within the Complaints team in ensuring compliance with professional and regulatory obligations across all areas of the business. Your core responsibility will be to investigate, manage and respond to complaints and conduct root cause analysis. 

YOUR TASKS

• To ensure all work is conducted in line with regulatory and legislative requirements and report where there are failures.
• Complaints handling:
  • Investigating complaints
  • Dealing with complaints
  • Drafting responses
  • Liaising within internal departments
  • Reporting to clients on complaints
  • Adhering to DISP rules and timescales in dealing with a customer complaint
  • Reviewing trends, reporting and initiatives in relation to complaints handling
  • Closing the loop and ensuring evidence is provided in relation to corrective action
• To monitor implementation of changes to ensure changes are embedded
• Preparation of complaint reports
• Assisting with the preparation and provision of the complaints training.
• Educating the business in terms of complaint requirements
• Liaising with professional bodies, trade associations and regulators where required.
• Undertaking other duties within the Complaints team as may be required.
• Providing support to the Complaints Manager.
• Conducting first line monitoring for complaints that are handled in the contact centre.
• Conducting first line monitoring on Customer journeys

ABOUT YOU

• Have excellent interpersonal skills and the ability to build working relationships quickly.
• Possess good analytical skills and an ability to work with detailed information over extended periods.
• Able to accurately record information with a keen eye for detail.
• Able to shift focus to different principles (e.g. review quality and adherence to procedures at the same time).
• Able to quickly digest client service level agreements/management information/exception reporting and apply the information practically.
• Possess a systematic and structured approach to work/priorities.
• Have the ability to generate ideas and think in a creative way.
• Able to work with minimal supervision but also be a good team player.
• Possess excellent written skills – in terms of content, spelling, grammar and formatting.
• Innovation – the ability to generate ideas and think in a creative way
• Have the competence to work with minimal supervision and to deadlines

YOUR SKILLS - Essential

• Proven experience of working within a professional services firm
• Experience of working in a regulated environment
• Proven skills in volume and paperless environments.
• Competent user of MS Word, Excel and PowerPoint.
• Experience of dealing with complaints and reporting management information.
• Experience of dealing with root cause analysis
• Demonstrable experience of debt recovery

YOUR SKILLS – Desirable

• Experience of a case management system.
• Ability to communicate with both technical and non technical audiences
• Experience of working in financial services sector
• An understanding of the legal environment

ABOUT US

As one of the UK’s largest law firms dedicated to debt recovery, we play a crucial role in delivering real commercial results while preserving customer relationships. Recognised annually as one of the top-tier firms in the UK by The Legal 500, we are part of the Arrow Global Group, operating in five geographies with over 9 million customer accounts.

This is an opportunity to join an organisation committed to a personalised, client-focused service. Our office is in Leeds city centre, offering proximity to local amenities.

Your usual place of work will be Leeds, with the possibility of working from home, a reliable internet connection at your home address is required.

What we can offer you:

We offer a competitive salary and benefits package, including an excellent annual bonus scheme:

• 25 days holiday + bank holidays
• Length of service holidays (1 day per year up to 5 years)
• Life assurance (4 x annual salary)
• Company sick pay
• Income protection
• Private medical insurance
• Cycle to work scheme
• Pension scheme matching 5%
• Employee Assistance Programme
• Flexible benefits including dental plan, gadget scheme, buy and sell holidays, gymflex, and give as you earn.

We have an employee recognition scheme and a charity foundation allowing employees to nominate registered charities for donations.

Apply now to shape your career path and join our talented teams. Benefit from fantastic training, support, and a great working environment.

Please note – we are an equal opportunities employer, authorised and regulated by the Solicitors Regulation Authority and Financial Conduct Authority. Pre-employment screening includes credit, fraud, criminal record, and 5-year reference checks.