Legal Ombudsman
Closing date
7 May 2021

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Contract Type

Job Details

The Job:

The primary aim of an investigator is to help consumers and legal service providers resolve complaints. This can be through negotiation and agreement or an investigation.

Our Investigators have diverse employment histories and experience and we really value that diversity and insight.

The job offers a move away from the repetitive nature of the working environment to a challenging and engaging workplace where no two days are the same, spanning all areas of law and a variety of different complaint types.

Key Skills:

The Legal Ombudsman expects Investigators who join us to be able to demonstrate three core and essential skills for the role, excellent telephone skills, exemplary written skills and ability to plan and manage a number of customers to published timeframes. In addition resilience is key as you will deal with emotive situations.

You must have an excellent telephone manner as: you will be expected to be confident and approachable to establish rapport, actively listen and be able to understand and empathise, negotiate resolutions to complaints and communicate agreements to put things right, and explain your findings in a way that can be understood and accepted.

The role requires a high level of analytical and written skills as: You will be expected to review evidence and use your judgement to reach an appropriate conclusion, and then document your findings to demonstrate why you have reached those views.

The role will require an ability to manage time effectively as: The volume of work is high and you will be expected to manage multiple cases running side by side, an ability to plan effectively and re-plan when things need changing is a critical skill for this role.

An ability to deal with emotive situations as: Complaints in their very nature are personal, you will be dealing with customers and Legal service providers where at times relationships have broken down, emotions run high, and they have had a lengthy wait for resolution. Your resilience to cope with these demands will be paramount.

You will need moderate IT skills as: you will be required to use Word, Excel, Email, and our internal software to manage your cases and keep updated with your workload. Training on our internal case management system will be provided but an ability to use core IT software is essential.

The role:

Regardless of your background, you will receive substantial training that will provide an overview of the legal framework and the service standards applicable to the complaints.

After training you will work as part of a team, supported by ombudsman and a team leader. You have the autonomy of managing your own cases within an agreed case holding that meets key business expectations, covering different areas of law and complaints complexities.

As an Investigator, like many working environments you will work to objectives centred around the behaviours we expect you to demonstrate to provide a quality and timely service to as many customers as possible which will be measured by our key performance indicators. You will be expected to balance competing needs to ensure cases are progressed in line with business expectations.

All applications must be submitted through our recruitment portal, please click the apply link below to be directed to our website.

Closing date: Monday 19 April 2021 at midday

The Legal Ombudsman is an equal opportunities employer. All applicants will be treated in a fair and equal manner and in accordance with the law, regardless of gender, marital status, race, religion, colour, age, disability or sexual orientation.

We believe being a diverse organisation makes us a better employer and benefits our customers. As an organisation we are committed to attracting, recruiting and retaining staff from a diverse range of backgrounds.

We have a wide range of policies, networks and guidelines to support our people's different needs throughout their career with us

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