Complaints Manager (Qualified Solicitor)

Complaints Manager (Qualified Solicitor England and Wales)

Full time – fully remote with occasional travel to Birmingham

Harper James is a full-service commercial law firm with a unique subscription-based model for ambitious SMEs. We’ve grown rapidly and recently secured private-equity backing from LDC to fuel our next phase of expansion. We’re a remote-first, no-ego team of 140+ people. Now we’re hiring a Complaints Manager to support our growing team.

As a firm we pride ourselves on providing an excellent service to our clients and this is borne out by our TrustPilot Reviews but, as with all professional services providers, we inevitably receive some complaints. We strive to handle all expressions of dissatisfaction and complaints by clients fairly, efficiently and consistently.

What we are looking for

We are looking for a qualified solicitor to take on a non-practising role, ideally with a commercial litigation or commercial or corporate background who is passionate about supporting clients.

We need tech-savvy self-starters who thrive in a fast-paced, modern work environment. We use cutting-edge technology to streamline our office processes and maximize productivity.

You’ll excel as part of the HJ team if you:

• Are a quick learner, ready to adapt to new systems and technologies with enthusiasm.

• Are excited about adopting and using AI tools to boost efficiency and productivity.

• Have a solid working knowledge of Microsoft 365 products (Word, Excel, PowerPoint, Outlook). Experience of Hubspot is also useful.

• Can confidently navigate SharePoint to manage and collaborate on projects.

• Have a keen eye for detail, ensuring consistency and professionalism.

Key responsibilities

A key element of this role is obtaining, maintaining and (essentially) recording full knowledge of the complaint and its context. This will require detailed reviews of matter files, our internal Client Relationship Management system (Hubspot) and recordings of Teams Meetings and obtaining the input of all relevant legal and support staff.

You will be responsible for:

• providing initial and ongoing support and guidance to the Account Managers with regard to handling early complaints;

• liaising with lawyers, the accounts team and the marketing team where appropriate;

• engaging directly with the complainant where appropriate;

• briefing and supporting the Senior Compliance Manager and Quality and Compliance Director if and when a complaint becomes a ‘formal complaint’;

• maintaining comprehensive records in relation to each complaint;

• collating complaint data for the Executive Leadership Team;

• co-ordinating responses in relation to any complaint referred to the SRA/Ombudsman.

Remote working

We offer truly remote working with access to meeting space in Birmingham, Cambridge, London, Manchester, Oxford, Southampton, Cardiff and Sheffield.

We work really hard to ensure our lawyers are part of the team, collaborating, sharing ideas and enjoying each other’s company. The remote set up simply allows people to work from wherever they want, to give people the flexibility they need, for whatever reason.

The bottom line

This is an opportunity to play an important part in the growth of the business, within an environment free of politics and bureaucracy; just a great team of people who all play a fundamental part in the success and continued growth of the business.

• An environment with no politics, no bureaucracy and a great team of people who all play a fundamental part in the success and continued growth of the business.

• Competitive salary and bonus (up to £50k depending on experience)

• 33 days holiday, including public holidays

• Option to buy up to 5 holiday days a year

• Private Healthcare

• Death in service benefit.

• Access to our electric car scheme.

• Flexible working as part of a fully remote but collaborative team.

NO AGENCIES PLEASE