Client Experience & Complaints Manager

Job purpose

The Client Experience & Complaints Manager will help ensure clients receive a professional, responsive and consistent service throughout their journey with New Homes Law. The postholder will take ownership of client concerns, from early-stage “grumbles” through to formal complaints, and manage the company’s responses to Google and Trustpilot reviews. They will work with teams across the business to resolve individual issues, identify recurring themes and recommend improvements to the client experience.

This is a hands-on role requiring sound judgement, clear communication and the confidence to manage difficult conversations. The postholder will work closely with the Director of Legal Delivery and Risk & Compliance Manager, escalating matters where appropriate.

Key responsibilities

Client concerns and complaints

· Act as a clear point of contact for clients who raise concerns about the service they have received.

· Respond to concerns promptly and professionally, seeking to resolve issues at an early stage wherever possible.

· Manage formal complaints from receipt through investigation, response and follow-up, in accordance with the company’s complaints procedure and applicable regulatory requirements.

· Gather and assess information from relevant colleagues to understand the circumstances of each complaint and reach a fair, balanced view.

· Prepare clear, accurate and well-reasoned written responses to formal complaints.

· Keep clients informed of progress and ensure complaint acknowledgement and response deadlines are monitored.

· Identify matters that require escalation, including issues involving legal work, potential negligence, regulatory risk, data protection or a conflict of interest.

· Work with the Director of Legal Delivery and Risk & Compliance on escalated or sensitive matters.

· Maintain accurate and confidential records of concerns, complaints, investigations, outcomes and actions taken.

Online reviews and reputation

· Monitor New Homes Law’s Google and Trustpilot reviews.

· Draft timely, professional and appropriate responses to reviews, protecting client confidentiality at all times.

· Escalate reviews that raise significant legal, regulatory, data protection or reputational concerns.

· Work with colleagues to ensure online feedback is considered and responded to consistently.

· Support a fair and consistent approach to inviting clients to leave feedback.

Service improvement

· Review concerns, complaints and client feedback to identify recurring issues and opportunities to improve service.

· Share relevant themes and recommendations with the Director of Legal Delivery, Risk & Compliance and other teams.

· Work collaboratively with New Client Services, Business Development and Legal Delivery to improve communication and the overall client journey.

· Help colleagues understand how to recognise, record and escalate client concerns.

· Support the development and maintenance of client care and complaint-handling processes.

Experience and qualifications

Essential

· Significant experience in a customer service, client care or complaints-handling role.

· Proven experience managing complaints through investigation, written response and resolution.

· Experience monitoring and responding to online reviews or other public customer feedback.

· Strong written and verbal communication skills, with the ability to handle sensitive or difficult conversations.

· Good judgement, organisation and attention to detail.

· The ability to manage confidential information appropriately and maintain accurate records.

· Confidence working with colleagues at all levels and raising issues constructively.

Desirable

· Experience working in a legal environment. This is desirable but not essential.

· Experience in conveyancing, property or another regulated customer-facing sector.

· A relevant customer service, client care or complaint-handling qualification.

Personal qualities

The successful candidate will be calm, approachable and fair-minded. They will listen carefully, take ownership of issues and balance empathy for the client with a thorough and objective approach to investigation. They will be proactive in sharing feedback and focused on finding practical ways to improve the client experience.

Pay: £33,000.00-£37,000.00 per year

Benefits:

• Casual dress
• Free parking

Work Location: In person