Complaints Advisor

We are currently recruiting for a complaints advisor to join the Legal and Regulatory team within our in-house Risk and Compliance team. This role is offered on a flexible working basis, from any of our UK offices (Bristol, London, Manchester, Belfast, Glasgow, Edinburgh, Birmingham).  

Your Role 

As a key addition to our existing team, you can expect to be the lead advisor in the team on incoming complaints from third parties. The nature of some of the firm’s workstreams means we receive a number of third party queries and complaints, which while are mainly without merit, require detailed investigation and review.  This role is to support our senior claims lawyers in dealing with such complaints. You will: 

• Liaise with our fee earning teams to investigate said incoming complaints and ensure complaints are dealt with in line with policies and procedures 
• Advise on responses to complaints and any other recommended next steps, taking into account the Firm’s professional regulatory obligations  
• Review and update third party complaints policies and procedures, where appropriate 
• Suggest and implement improved processes for dealing with third party complaints 
• Work with colleagues who manage notifications to our Professional Indemnity insurers if required on third party complaints 
• Assist with reporting on third party complaints to senior stakeholders and any root cause analysis required 

Your Skills & Experience 

We are looking for someone with experience in handling complaints at a regulated firm. Experience in a regulated law firm is preferable, however, experience in other regulated firms will be considered. You must be a forward thinker with excellent analytical, communications and organisational skills, with the ability to independently manage priorities and deadlines.  

Your Team 

TLT is known for the way we set new expectations and push the boundaries, but this can never compromise our firm, reputation or clients. The Risk and Compliance team are there to make sure we are compliant with all our obligations in areas such as Data Protection, SRA and FCA regulation as well as protecting our clients and people. The team includes both experienced lawyers and technical specialists who address an extensive range of regulatory and ethical requirements, thinking both commercially and practically to make sure we remain compliant and true to our values.  

About TLT  

Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.  

We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,400 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2022 we were named Law Firm of the Year at The British Legal Awards, recognising our incredible success story.  

Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.  

Our Benefits  

We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.  

At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people.  

TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate.  

We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLTsolicitors.com