Complaints Officer

Our customer, a UK based law firm is seeking an Officer to join the Client Onboarding and Client Care function, where you will provide specialist guidance to the business on service-related complaints and support the organisation in meeting its regulatory and legal responsibilities.

Reporting to the Senior Officer within Client Onboarding and Client Care, this position sits in the wider Client Operations team and plays a key role in delivering legal and regulatory support across the business.

• Liaise with fee earners at all levels and with clients to review, assess and resolve service complaints.
• Manage and investigate complex matters, preparing clear and comprehensive written responses in line with internal procedures.
• Correspond with the Legal Ombudsman, including compiling and submitting supporting documentation to assist with complaint resolution.
• Escalate and report potential compliance or reputational risks to senior stakeholders where appropriate.
• Build and maintain a strong understanding of the Legal Ombudsman framework, rules and guidance.
• Address and resolve complex internal and external queries in a timely manner.
• Contribute ideas and insights to broader client onboarding initiatives and operational projects.
• Manage relevant payment processes and liaise with appropriate authorities where required.
• Maintain accurate and up-to-date complaint records on internal systems.
• Support ongoing improvements to team processes and controls.

• Strong written and verbal communication skills, with the ability to engage confidently at all levels.
• High levels of accuracy and attention to detail.
• Previous experience handling complaints in a regulated environment, with the ability to meet tight deadlines.
• Comfortable working independently and collaboratively in a fast-paced setting.
• Excellent organisational skills, with the ability to prioritise and manage competing demands effectively.

Elevate provides consulting, technology and services to law departments and law firms across the globe. Headquartered in Los Angeles, our 1,600+ strong team of legal professionals, lawyers, consultants, project managers, and engineers operate across the United States, Europe, UK, and Asia, Hong Kong and Australia.

Elevate Flex, is the flexible resourcing capability within Elevate, we define and support a new flexible career within the legal industry. We match exceptional legal professionals to the evolving needs of our Customers through the curation of a world-class, global Community of Talent, and advanced, technology-enabled search. We were recently proud to be assessed in Band 1 of Chamber’s Global Flexible Legal Resourcing category.

Our Vision is a world where legal and business teams achieve incredible outcomes, together.

Equitability and Inclusion are critical to Elevate Flex’s success. As The Law Company, changing the legal business landscape, we know a diverse, inclusive work culture is at the heart of attracting, retaining, and celebrating the industry’s most talented people. We empower our employees to bring their whole selves to work because we know that diversity of experience and perspective drive innovation and is simply good business.

As a strong proponent of diversity, equitability, and inclusion, Elevate Flex is committed to hiring diverse candidates from all backgrounds. We invite you to apply to become part of the Elevate Flex Team – help us change the legal business landscape and make a dent in the legal universe.