Complaints and Claims Manager (Part-Time 2 days a week)

Complaints & Claims Manager

London | Competitive Salary + Excellent Benefits

Join one of London's leading law firms and make a real impact.

We are seeking an experienced Complaints & Claims Manager to lead the firm's complaints handling and professional indemnity claims function. This is a key risk management role, ensuring regulatory compliance, protecting the firm's reputation, and driving continuous improvement in client service.

Working closely with senior leadership, legal teams, compliance professionals, and insurers, you will manage complex client complaints and professional negligence claims from inception to resolution, providing expert guidance and helping to embed best practice across the firm.

The Role

As Complaints & Claims Manager, you will:

• Lead the firm's complaints process, ensuring all matters are managed promptly, fairly, and in line with regulatory requirements.
• Investigate complex and high-value complaints, producing clear, balanced, and well-reasoned responses.
• Manage professional indemnity claims and potential claims, liaising with insurers, external solicitors, brokers, and internal stakeholders.
• Advise partners and senior management on complaints, claims, and associated risk issues.
• Identify emerging trends and root causes, using management information to recommend improvements and reduce future risk.
• Deliver training and guidance to partners and staff on complaints handling, client care, and risk management.
• Maintain accurate records and produce regular reports for senior leadership and governance committees.
• Support the firm's wider risk and compliance strategy, contributing to continuous improvement initiatives.

About You

You will be an experienced complaints, claims, or risk professional with a strong understanding of the legal sector and a passion for delivering fair, commercial, and practical outcomes.

You will ideally have:

• Significant experience managing complaints and/or professional indemnity claims within a law firm or professional services environment.
• Excellent knowledge of the regulatory framework governing legal services and client complaints.
• Experience liaising with insurers, brokers, and external legal advisers.
• Outstanding investigative, analytical, and problem-solving skills.
• Exceptional written and verbal communication skills, with the ability to influence and build credibility at all levels.
• Strong organisational skills, with the ability to manage multiple complex matters simultaneously.
• A calm, professional, and resilient approach when dealing with sensitive and challenging situations.

Why Join Us?

This is an exciting opportunity to join a highly respected London law firm renowned for its quality, innovation, and client service. You'll work alongside experienced professionals in a collaborative environment where your expertise will directly influence client outcomes, risk management, and the firm's continued success.

In return, we offer:

• Competitive salary
• Generous bonus and benefits package
• Hybrid working arrangements
• Ongoing professional development
• A supportive and inclusive culture
• The opportunity to shape and enhance a critical business function

If you're ready to take the next step in your career and play a pivotal role within a leading London law firm, we'd love to hear from you. Apply today.