Complaints and Claims Manager

Complaints & Claims Manager (Part-Time)

Location: City of London - Hybrid

Hours: Up to 3 days per week (22.5 hours maximum)

Salary: £75,000 - £95,000

About Us

We are a well-established and client-focused law firm committed to delivering exceptional legal services. We pride ourselves on maintaining the highest professional standards and continuously improving our client experience.

We are seeking an experienced and highly organised Complaints & Claims Manager to oversee the firm's complaints handling process and manage professional negligence claims. This is an excellent opportunity for a legal professional with strong risk management and regulatory experience who is looking for a flexible, part-time role.

The Role

Reporting to the firm's senior management team, you will take ownership of all client complaints and claims, ensuring they are handled efficiently, professionally, and in accordance with regulatory requirements.

You will play a key role in protecting the firm's reputation, identifying trends, reducing risk, and driving continuous improvement across the business.

Key Responsibilities

• Manage the firm's complaints process from receipt through to resolution.
• Investigate complaints thoroughly, impartially and within regulatory timescales.
• Draft high-quality responses to clients and third parties.
• Manage professional negligence claims and liaise with the firm's insurers and external solicitors where required.
• Ensure compliance with Solicitors Regulation Authority (SRA) requirements and the Legal Ombudsman process.
• Maintain accurate records and produce management reports on complaints and claims activity.
• Analyse trends and identify opportunities to improve client service and reduce future complaints.
• Provide guidance and support to partners and staff on complaints handling and risk management.
• Deliver training and promote best practice across the firm.
• Assist with wider compliance and risk management initiatives as required.

About You

The successful candidate will have:

• Previous experience managing complaints within a law firm or regulated legal environment.
• Experience handling professional negligence claims.
• Excellent knowledge of SRA regulations and Legal Ombudsman procedures.
• Strong investigative, analytical and problem-solving skills.
• Exceptional written and verbal communication skills.
• Confidence in dealing with challenging situations with professionalism and empathy.
• Excellent organisational skills with the ability to manage multiple matters simultaneously.
• A proactive approach with a focus on continuous improvement.

Desirable

• Experience in legal risk and compliance.
• A legal qualification or relevant compliance/risk management qualification.
• Experience delivering training or coaching colleagues.

What We Offer

• Flexible part-time working (up to three days per week).
• Hybrid working opportunities.
• Competitive salary.
• Supportive and collaborative working environment.
• Opportunity to influence firm-wide quality and client care standards.
• Ongoing professional development.