Team Leader Client Care & Resolution

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We're a national law firm with a local reach. Our philosophy is 'we're legal and financial experts that care' - something you'll find in the way we work with our clients and how we support our teams. But we're more than just a law firm - we're a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.

We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

We are seeking a passionate and dynamic Team Leader to join our Client Care and Resolution team. In this role, you will be at the forefront of delivering exceptional client outcomes, driving continuous improvements, and leading a high-performing team. Alongside this you will also be critical in providing ongoing support to fee earners to ensure we meet all regulatory and legal requirements.

Team Leadership:

• Inspire and motivate the Complaints Resolution team to ensure timely and effective resolution of client complaints.
• Provide guidance and support to team members, fostering a collaborative and high-performance environment.
• Communicate and embed new regulations or processes within the team.
• Onboard new team members and ensure effective training plans are in place.

• Ensure adherence to the firm's complaints procedure and wider policies.
• Align with the Legal Ombudsman scheme rules and work alongside the Ombudsman to agree on appropriate outcomes for complaints.
• Drive good client outcomes and maintain high standards of client service.
• Manage payment processes within relevant authorities, ensuring timely and accurate processing of payments related to complaints resolution.

• Identify potential compliance or reputational concerns and escalate these to the appropriate teams.
• Ensure all complaints are handled in accordance with regulatory requirements and firm policies.
• Own and manage the Complaints Policy and associated procedures.

• Drive a culture of continuous improvement within the team to enhance the complaints handling process.
• Share best practices within the team and across the LLP.
• Address root causes of complaints and implement strategies to prevent recurrence.
• Use internal and external insights to identify emerging risks and opportunities for improvement across the organisation.

• Produce and monitor critical Key Performance Indicators (KPIs) to track the effectiveness of the complaints handling process.
• Identify themes and trends from KPIs to inform strategic decisions and improvements.

• Conduct regular quality assurance to ensure high standards of complaints handling.
• Coach and develop team members, providing regular feedback and support for professional growth and talent management.
• Conduct strategic planning to align team objectives with the firm's goals.

• Proven experience in complaints investigation and resolution within the legal industry and a passion for client satisfaction.
• Excellent leadership and team management skills, with the ability to motivate and inspire team members to achieve high standards of performance.
• Ability to develop strong partnerships and proactive collaboration with fee-earners, Partners, and areas such as the Group Counsel Team (GCT).
• Ability to cut through complexity and drive good client outcomes.
• Strong analytical skills to track critical KPIs, identify trends and inform strategic decisions.
• Commitment to continuous improvement and high standards of client service.
• Excellent written and verbal communication and interpersonal skills.
• A proactive and adaptable approach, with the ability to navigate and manage change in a fast-paced and dynamic environment.
• Exceptional organisational and time management skills, with the ability to prioritise and delegate tasks effectively.
• Strong understanding of the Legal Ombudsman scheme rules and regulatory requirements is desirable.

• 25 days holidays as standard plus bank holidays - You can 'buy' up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

As part of the Irwin Mitchell Group's on-boarding process all successful applicants are required to complete the group's employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre-employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.