Complaints Manager Part Time NEW

121 Legal Recruitment

I’m currently recruiting on behalf of a leading law firm in Liverpool who are looking to bring a Complaints/Audit Manager into their team.

This is a great opportunity for someone with a background in Personal Injury who is looking to step away from the day-to-day demands of file handling, but still make use of their existing knowledge and experience of the PI process.

The role will involve a mixture of auditing, performance monitoring and complaint handling, giving you the opportunity to have a wider impact on quality, standards and overall team performance.

Key responsibilities will include:

• Carrying out basic audits and quality checks on PI files, ensuring work is being completed to the required standard.
• Monitoring and overseeing general performance, reviewing key statistics and identifying any areas where improvements can be made.
• Supporting the handling and resolution of complaints, looking into the issues raised and ensuring appropriate action is taken.
• Identifying recurring themes and trends within complaints and audits, helping to highlight where processes or standards could be improved.
• Working with the wider team to support improvements in quality, service and overall performance.

Who would suit this role?

Ideally, we’re looking for someone with a good PI background who understands the process and can recognise when something hasn’t quite gone to plan. You’ll need to be comfortable looking at complaints, understanding what’s gone wrong and knowing what a fair and appropriate resolution should look like.

A keen eye for detail, good organisational skills and the confidence to challenge things where needed would also be important.

This could be a really good move for someone who enjoys the technical side of PI but is ready for something a little different from managing their own caseload.

Full and part-time hours will be considered, so there’s some flexibility around working patterns.

If you’d like to hear more apply for this role today!