Customer Relations Executive

A leading UK law firm with a network of offices from the South Coast to Scotland, working together as one national team. An innovative practice and the first top 100 law firm to achieve “Gold Standard” Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm. The lack of barriers between departments, a real lack of hierarchy, zero tolerance for arrogance and pomposity makes Shoosmiths a fantastic place to work.

Shoosmiths LLP is authorised and regulated by the Solicitors Regulation Authority (SRA) and is also recognised as a multi-national practice with the Law Society of Scotland which regulates Scottish activities. Additionally, Shoosmiths (Northern Ireland) LLP, is a limited liability partnership registered in Northern Ireland and is authorised and regulated by the Law Society of Northern Ireland.

Shoosmiths LLP is also currently authorised and regulated by the Financial Conduct Authority (FCA) to carry out debt collection, debt administration and mortgage administration, as well as non-mainstream financial services of insurance mediation and investment services. 

Shoosmiths has four practice divisions, one of which is the Business Assurance Division (BAD). BAD has five departments one of which is Litigation Services (LS).  LS has 5 teams, some of which provide FCA regulated recovery services and are collectively known as Regulated Recoveries.

This role reports into the Customer Relations Team Leader. The Customer Relations Team (CRT) is part of the firm wide Quality and Risk (Q&R) Directorate team and is responsible for dealing with complaints received from our clients’ customers (or representatives) relating to complaints solely about Shoosmiths and joint Shoosmiths and client complaints. Its aim is to ensure compliance with the FCA’s Dispute Resolution (DISP) sourcebook, which contains the FCA’s rules and guidance on how firms must handle and process complaints and report complaints to the FCA.

• To investigate complaints competently, diligently and impartially, ensuring that customers are treated fairly
• To assess complaints fairly, consistently and promptly, in accordance with the FCA’s DISP sourcebook and our internal Complaints Policy
• To issue complaint correspondence, including Final Response Letters, to customers and customer representatives

• Support the Customer Relations Team Leader in ensuring complaint data is recorded accurately

• Provide complaint support and guidance to the Regulated Recoveries teams in line with the FCA’s DISP rules, our internal Complaints Policy and client requirements
• Manage own workload with the support of the Customer Relations Team Leader, to ensure that complaints are progressed within the regulatory timeframes, and in line with specific client requirements, where applicable
• Liaise with Regulated Recoveries teams, where necessary, in order to assist complaint investigations
• Communicate effectively both internally and externally, using appropriate methods of communication
• Attend regular team meetings to ensure consistency of approach
• Identify complaint root cause/themes/trends, and provide ideas to drive improvement. Escalate to the Customer Relations Team Leader, where appropriate
• Where appropriate, recommend remedial actions to the Regulated Recoveries teams, including the provision of proactive training solutions to resolve identified process issues and/or individual/team training requirements
• Have oversight of the feedback cycle between the Regulated Recoveries teams and CRT, to ensure the relevant remedial action is being completed in a timely manner
• Assist the Customer Relations Team Leader with the production of complaint reports to Unit Heads, clients and the FCA, as required
• Provide a quality centralised complaint resolution service in accordance with the FCA’s DISP rules

General responsibilities

• Supporting Recoveries teams in providing complaint responses and ensuring that customers are treated fairly at all times
• To be familiar with and follow the Risk and Litigation policies, procedures and processes
• Comply with the firm's overarching policies and all regulatory requirements
• Control and manage workload effectively and efficiently using the relevant case management systems and IS resources and processes appropriately
• Be responsible and accountable for the CRT workload and any individual responsibilities including meeting internal and client SLA requirements
• Be aware of associated areas of law and regulation impacting the delivery of the CRT service, and keep up to date with any associated legal or regulatory changes
• Recognise any issues and/or potential issues in cases and address/refer these appropriately
• Attend and complete any training in a timely manner
• Attend internal meetings as required and assist in implementation of any changes to any policies and procedures
• Liaise with other internal teams as appropriate

You will need the following skills and experience:-

• Good understanding of the industry expectations of FCA regulated complaints, specifically The FCA's Dispute Resolution: Complaints Sourcebook (DISP)
• Good knowledge of vulnerable customer requirements and the wider TCF Principle.
• Excellent MS Office skills
• Excellent written and verbal communication skills including the ability to effectively communicate with and influence colleagues at all levels
• Accuracy and attention to detail
• Ability to prioritise, be organised and efficient
• Flexibility with the capability to adapt to change, new practices and cope under pressure but with the ability to recognise when to seek assistance
• Able to integrate within a team and able to work on your own initiative manage conflicting priorities
• Proven ability to tailor own style, think independently, and engage with and influence colleagues at all levels
• Friendly and helpful approach
• To work with integrity and impartiality

Performance Standard

• Act at all times in accordance with the ValuABLE criteria
• Treat your colleagues, clients and their customers and third parties with respect

Please note:

Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out on offer of employment is accepted. These checks may include references, proof of ID and current address. Personnel Vetting credit search (which will only highlight insolvency or County Court Judgments); Terrorism Check (against data supplied by the Bank of England) and a Criminal Records check

Shoosmiths is a committed Equal Opportunities employer promoting equality of opportunity. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.