Complaints Manager (Senior Associate)

Vacancy Type:
Fixed Term Contract
Customer & Legal Solutions - Litigation and Dispute Management
About The Role

We are recruiting for a Complaints Manager (Senior Associate) within DAS Law, which is part of the wider DAS UK Group, a leading provider for legal expenses insurance products. Based in central Bristol, this role is for an initial fixed term contract of 12 months on a part time basis (21 hours).

The initial focus for the role is within the DAS Law Litigation & Dispute Management (LDM) team. This team deals with a wide range of property and contract related disputes on behalf of customers who have the benefit of legal expenses insurance within DAS. However, this role may also encompass a wider remit in the future, to include the management of complaints across other DAS Law teams, including the Employment and Personal Injury teams.

This role is a wide ranging one, covering all aspect of effective complaints management, from acknowledging complaints and drafting complaint responses, to root cause of complaint causes and assisting with the development of service improvement initiatives arising from the complaint data.

The role will place a focus on using complaints data both to improve the customer journey within the law firm and also more widely across the insurance group. This makes it a high profile role which will give exposure to a range of senior individuals across the legal and insurance business.

The main tasks of the role include:

  • acknowledging complaints and discussing the reason for the complaint with the customer and fee earner to understand whether the complaint is valid;
  • reviewing files and correspondence and drafting responses to complaints;
  • collating and drafting management information on the root cause of complaints and working with the senior stakeholders across the law and insurance businesses to better understand the cause of complaints and to devise service improvement initiatives to avoid further complaints; and
  • adhering strictly to service level agreements on complaints handling;

About You

We are looking for applicants that have had previous complaints management experience and are confident in their ability to concisely and accurately impart information, whether verbally or in writing.

 In addition, the role holder will:

  • be a qualified paralegal, legal executive or solicitor, educated to degree level and with significant experience of handling complaints in a legal context;
  • have strong written and verbal communication skills with an emphasis on clear, accurate and concise letter writing ability, a confident telephone manner and the ability to deal robustly and compassionately with customers who feel aggrieved;
  • have a good understanding of civil procedure and the steps and timescales involved in litigation so as to be able to gauge accurately the validity or otherwise of a complaint;
  • have the ability to take a holistic approach to the role to cover both complaint responses as well as the analysis of complaint cause and be able to analyse and use the complaint data to make coherent and well thought out recommendations for change;
  • be commercially minded with experience of working in a busy environment; and
  • have a strong commitment to customer care.

About The Company
(DAS Law is part of the DAS UK Group, which in turn forms part of the Ergo Group. We are therefore part of the world’s largest insurance group. Previously existing as a standalone law firm (CW Law) DAS Law was acquired by DAS UK Group in 2013 and is a key part of the Group’s strategy, forecast to provide year on year profitable growth within our 10 year strategy, which was agreed and commenced in 2016.

We have historically focussed on delivering legal services to customers solely via our Legal Expenses Insurance products, which provides a steady workload of litigated cases into the following teams that currently exist;

  • Personal Injury

  • Litigation & Dispute Management

  • Employment

  • Business & Commercial

Whilst this will remain a key part of our ongoing strategy, with the full support of our shareholders we have big ambitions to grow DAS Law as an independent income generating law firm and a major player in the legal market. We will do this by building on our existing relationships and reputation to grow new and sustainable income revenue streams that will allow us to expand the services we offer our customers.

We believe these are exciting times for DAS Law as part of the wider DAS UK Group and we are looking for likeminded individuals who share our ambition to make our high quality legal solutions accessible and affordable.

You can expect to join an organisation that will challenge and develop you to progress your career in ways that traditional law firms cannot. We are also committed to supporting continued professional development and promote both internal Training Contracts and alternative routes to qualification (CILEX).

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer an extremely generous reward and benefits package.