Complaints Handler
- Recruiter
- G2 Legal Limited
- Location
- Bristol
- Contract
- Permanent
- Work pattern
- Not Specified
- Working arrangement
- Hybrid working
- First listed by Ontap
- 21 October 2026
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Job description
Complaints Handler Bristol - Hybrid Working
This is an opportunity for a complaints handler to join a specialist professional services business operating in the legal sector. The role combines complaint handling with internal audit, quality assurance and service improvement. You will deal with complex customer complaints, investigate issues thoroughly and help identify opportunities to improve service standards.
Your Role Responsibilities
Manage around 10-12 complaints per month
Engage with customers by telephone and in writing, listening carefully to their concerns and working towards fair, positive outcomes
Manage each case from initial acknowledgement through investigation to resolution
Manage escalated complaints in line with established procedures and Legal Ombudsman requirements
Review complex case files, correspondence and call recordings to establish the facts
Prepare clear, thorough and professional written responses
Undertake internal audits, investigate service standards and report findings to the directors
About You
At least two years' experience in handling complaints within legal, financial or professional services
Confident investigating complex issues
Manage sensitive conversations and deliver well-reasoned outcomes
Excellent written and verbal communication skills
Strong investigative and analytical skills, coupled with exceptional attention to detail
Experience within probate, estate administration or the legal sector would be advantageous, but not essential. Training will be provided.
Interested? Apply now or reach out to Loraine Silvester at G2 Legal for a confidential chat.