Complaints & Claims Manager – Part‑time (2 days/week)

About the role

We are seeking a Complaints & Claims Manager to join our established Risk & Compliance team on a part‑time basis (two days per week). This senior‑level position offers the chance to own the firm’s complaints and professional claims function, working closely with senior stakeholders and regulators.

Key responsibilities

• Manage complaints and professional claims from initial notification through to resolution.
• Conduct fair, proportionate investigations and produce high‑quality written responses.
• Serve as the primary contact for regulatory bodies, the Legal Ombudsman and professional indemnity insurers.
• Generate management information, trend analysis and lessons‑learned reports.
• Support debt recovery matters once legal proceedings have commenced.
• Maintain complaints policies and deliver guidance and training to promote best practice.

Required profile

• Proven experience managing complaints, claims, professional indemnity or regulatory casework within a law firm or similarly regulated professional services environment.
• Excellent investigative and analytical abilities.
• Strong understanding of legal and regulatory obligations related to complaints handling.
• Outstanding written communication and stakeholder‑management skills.
• Ability to work independently with a varied caseload.

Required skills

What we offer

• Salary of £75,000‑£95,000 FTE (pro‑rata for two days per week).
• Flexible, part‑time working arrangement.
• Hybrid working model.
• Autonomous role with high visibility in a respected global law firm.