Complaints & Claims Manager - 2 days per week

Complaints & Claims Manager to join its established Risk & Compliance team on a part-time basis (2 days per week).

This is a unique opportunity for an experienced legal risk or complaints professional to take ownership of the firm's complaints and claims function, working closely with senior stakeholders to ensure matters are managed effectively, sensitively and in accordance with regulatory requirements.

The Role

Reporting into the Head of Risk & Compliance, you will be responsible for managing complaints and professional claims from initial notification through to resolution. You'll liaise with internal stakeholders, regulators and insurers, oversee investigations, identify trends, and contribute to continuous improvements across the firm's risk and client care processes.

Key responsibilities include:

Managing complaints and professional claims from inception through to resolution.
Conducting fair and proportionate investigations and preparing high-quality written responses.
Acting as the primary contact for regulatory bodies, the Legal Ombudsman and professional indemnity insurers.
Producing management information and reporting on trends, risks and lessons learned.
Supporting debt recovery matters once proceedings have commenced.
Maintaining complaints policies and delivering guidance and training to colleagues to promote best practice.
About You

You'll have previous experience managing complaints, claims, professional indemnity matters or regulatory casework within a law firm or another regulated professional services environment.

You'll also demonstrate:

Excellent investigative and analytical skills.
Strong understanding of legal and regulatory obligations surrounding complaints handling.
Experience liaising with regulators, insurers or ombudsman schemes
Outstanding written communication and stakeholder management skills.
The confidence and credibility to work with senior partners and business leaders.
Exceptional organisational skills with the ability to manage a varied caseload independently.
What's on Offer

Salary of £75,000 - £95,000 FTE (pro rata for a two-day-per-week position).
Flexible, part-time working arrangement.
Hybrid working model.
Opportunity to join a highly respected global law firm with an excellent reputation.
A standalone role with significant autonomy and visibility across the business.
If you're an experienced complaints, claims or legal risk professional looking for a flexible, senior-level opportunity within a leading international law firm, we'd love to hear from you