Complaints Officer (Corporate complaints, Legal Regulation and Investigation)

SRA; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A regulatory body is seeking a full-time Complaints Officer to join their corporate complaints team. This hybrid role based in Birmingham involves investigating and resolving escalated complaints, requiring excellent analytical and communication skills. Ideal candidates will have prior experience in similar roles and a commitment to providing exceptional customer service.

Benefits

Opportunity for hybrid working

Engagement in change initiatives

Supportive team environment

Qualifications

• Strong analytical skills to identify core complaints.
• Proven experience in a complaint handling role.
• Excellent communication in both written and oral forms.

Responsibilities

• Investigate and respond to escalated complaints.
• Provide clear, empathetic, customer-focused responses.
• Collaborate with colleagues to improve processes.

Skills

Analytical skills

Communication skills

Customer service

Problem-solving

Resilience

Education

Comparable experience in complaint handling

Job description

Overview

Complaints Officer (Corporate complaints, Legal Regulation and Investigation) – Solicitors Regulation Authority. Hybrid roles based in Birmingham. Two vacancies: one in the Corporate Complaints Team and one in the Investigations Directorate.

Base pay range is provided by the Solicitors Regulation Authority. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

What you will do

As a Corporate Complaints Officer you will work as part of a small, specialised Corporate Complaints team investigating, responding to and resolving escalated complaints about our service. This includes complaints about areas such as how we handled an application to our compensation fund or a complex report about a solicitor’s professional behaviour.

You will handle complaints from customers who have received a response from our operational units but remain dissatisfied. You will investigate high profile, sensitive and sometimes protracted complaint matters, and may deal with challenging calls and correspondence.

The Investigations Officer role sits within our Investigations directorate, which investigates serious misconduct and regulatory breaches against the solicitors and law firms we regulate. You will investigate, respond to, and resolve complaints about the teams\' service and manage correspondence on closed files.

Both roles involve analysing complex investigation files with a commitment to fair, excellent customer service and continuous improvement. You will use information from complaints to drive improvements, listen and work with colleagues to understand issues, and provide constructive feedback to support organisational learning.

You will need strong analytical skills to identify core issues from information bundles. A natural curiosity, ability to research unfamiliar subjects, and tenacity to pursue the information needed to respond to complaints are essential. Past experience in a comparable role, resilience, and the ability to work under pressure are important for high-quality, clear, empathetic, customer-focused responses.

A Role Profile for each role is attached at the bottom of the advert on our website. If you’d like to understand more about the roles, please refer to the Day in the Life document attached.

What we offer

• A chance to use your excellent analytical, problem-solving and decision-making skills.
• Opportunity to showcase exemplary written and verbal communication skills.
• Involvement in change initiatives and the chance to motivate others to improve customer service and share best practice across the organisation.
• The satisfaction of working in a friendly team committed to providing excellent service and understanding the difficult situations users may face.

What we are looking for

• Exemplary written and oral communication skills with clear, straightforward and empathetic messaging.
• Excellent analytical skills with the ability to make sound decisions in a similar complaint handling role.
• Personal resilience and skills in dealing with people who may be vulnerable and distressed.
• Sensitivity, understanding and empathy as part of providing excellent customer service.
• Collaborative working with colleagues and the ability to give constructive feedback to support improvement.
• Team player, flexible, open to change and keen to try new ways of working to help the team and organisation achieve goals.

To apply

Please click "Apply" to complete the online application form and upload your CV along with a cover letter. Your cover letter should provide clear evidence against each of the shortlisted criteria, with a maximum of 300 words per criterion.

For more information about the recruitment and selection process and how to make the most of your application, please visit our jobs pages. If you would like to know more about our workplace, view the video page.

Useful information

This is a full-time hybrid role working 35 hours per week. The role is based in Birmingham city centre 1–2 days a week, with the rest from home.

Closing date for applications is Monday 15 September 2025 at 9 a.m.

If shortlisted, a team member will contact you on or after 22 September 2025 to arrange the interview and outline the selection process. If you have any questions, please contact us via the online form.

Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Legal, Public Relations, and Writing/Editing
• Industries: Law Practice and Legal Services