Complaints Manager

Desired work region:West Midlands
Sector:Claims & Complaints
Ref:48405
Scroll

About Profile

This accomplished legal risk and compliance professional brings over two decades of specialist experience within the legal regulatory and complaints handling arena. With a robust background spanning top 100 UK law firms, the legal ombudsman service, and legal regulatory bodies, this individual offers a deep and practical understanding of risk, compliance, regulatory requirements, and complaints resolution in legal practice.

Currently working as a Complaints Manager at a top 100 UK law firm, this candidate leads on firmwide complaint resolution and regulatory risk oversight across a multi-office national practice. This transformative role includes direct engagement with senior leadership, strategic reporting, and process improvement to ensure best-in-class compliance and client care standards. The role also includes managing complex and high-risk complaint matters, drafting guidance and policy documentation, and producing firmwide training materials on regulatory developments and complaint trends.

Key Competencies:
  • Strategic ownership of complaints handling policy and process across large legal practices
  • Oversight of complex complaint files including insurer reporting and regulatory risk identification
  • In-depth knowledge of legal sector regulations and ombudsman schemes
  • Experience liaising with COLP, COFA and other regulatory stakeholders
  • Regulatory reporting, including trend analysis and firmwide insights
  • Development and delivery of training, guidance, and compliance resources
  • Strong mentoring, supervision, and stakeholder communication skills
  • Proven success in reducing complaint escalation and improving early resolution rates
Legal Experience:

Complaints Manager | Top 100 UK Law Firm | 2 years
Ombudsman | Legal Ombudsman Service | 5 years
Investigator | Legal Ombudsman Service | 5 years
Client & Matter Inception / Conflicts & Due Diligence Assistant | Top 50 UK Law Firm | 0.5 years
Analyst / Quality Assurance / Case Worker | Legal Regulatory Body | 7.5 years

Education & Qualifications:

HNC in Business | College
NNEB Diploma in Nursery Nursing | College
A/S Level in Business Studies | College
Modules in Family Law and Employment Law | University
PRINCE2 Project Management | Training Provider
NVQ Level 3 Customer Service | Training Provider
NVQ Level 3 Business Administration | Training Provider
CMI Level 4 Leadership & Management | Training Provider

If you are seeking experienced, knowledgeable, and impactful risk and compliance professionals like this, please get in touch to learn more about the talent we represent.

More candidates I am representing

View All

Compliance Manager

£75,000+
This highly experienced risk and compliance professional offers over eight years of dedicated expertise in legal risk management, new business intake, conflicts analysis and anti-money laundering across a range of leading UK and international law firms.

Conflicts Analyst

£55,000+
This candidate is a highly capable legal risk and compliance professional with a strong academic foundation in law and management. Bringing several years of experience in conflict analysis and anti-money laundering within respected legal environments, this individual has developed a reputation for analytical precision, effective stakeholder communication, and a commitment to maintaining the highest standards of regulatory compliance.

Conflicts Assistant

£35,000+
This candidate is a highly motivated risk and compliance professional with strong academic foundations and a growing track record of experience in legal risk functions within major law firms. With a background rooted in both legal education and practical compliance work, this individual brings diligence, precision and a collaborative approach to their role.

Complaints Manager

£65,000+
This accomplished legal risk and compliance professional brings over two decades of specialist experience within the legal regulatory and complaints handling arena. With a robust background spanning top 100 UK law firms, the legal ombudsman service, and legal regulatory bodies, this individual offers a deep and practical understanding of risk, compliance, regulatory requirements, and complaints resolution in legal practice.