Our Benefits Our total reward package includes a basic salary and a potential to earn rewards for excellent contribution to LeO. Stakeholder pension scheme, whereby LeO will double your contribution up to 10%. Annual Leave of 26 days per year (plus bank holidays) (pro rata for part time staff), plus you can buy or sell 4 days leave each year. Flexible hours driven by work life balance and operated between 7am and 9pm each day, this also includes hybrid working of 80% at home and 20% in the office each week. Group Income Protection if you cant work due to long term absence or injury, this protection can provide a regular income. Life assurance of 6 times your annual salary Legal Information Service offering free advice and support with debt management, tax related matters, consumer disputes. Season ticket loans interest free loans for travel between your home and the office. Employee Assistance programmes Online health, fitness, and wellbeing resources Wellbeing champions Investment in your career development through learning and development, talent management, coaching, mentoring and on the job experience. Are you a customer-focused person who takes pride in delivering excellent service? Are you a respectful communicator who treats others with dignity and courtesy? Do you have excellent communication skills, utilising discretion and diplomacy to build trusted relationships? Do you maintain high standards of accuracy and attention to detail? Within this role you will deliver exceptional people support to both our Corporate and Operational Teams whilst simultaneously managing and building relationships with all stakeholders. What you will be doing: - Accurately gather and record appropriate information about complaints received by various communication methods (telephone, letter, email). Where required, give accurate, good quality information and guidance to people who contact us to help them make a complaint to their lawyer, to us, or to signpost them elsewhere when we cannot help. Identify and make reasonable adjustments for individual communication needs. To discuss complaints with complainants and service providers effectively on the telephone. Assess and decide whether complaints lie within the jurisdiction of the Ombudsman and write reasoned recommendations for this. Write clear, accurate and concise letters Summarising appeals to an Ombudsman to review a decision that a complaint is out of jurisdiction. Identify service complaints and judicial reviews, taking relevant action to refer cases and seek guidance. Manage parties expectations about the process, timeframes and what will be needed from them. Meet performance expectations in: answering the telephone, responding to enquiries, to support the delivery of organisational performance. Take responsibility for your own performance and reporting results as required by the business Drive forward your own development and support the continuous improvement of the Legal Ombudsman service through positive behaviours and identifying opportunities. Ensure data integrity and adherence to Information and Data Protection requirements About you: Previous administrative, organisational and time management skills Excellent attention to detail and strong customer service skills Ability to build and maintain positive working relationships with peers and stakeholders at all levels internally and externally Key Attributes trust, collaboration, respect, drive, resilience About us and why we matter: - People rely on legal services at key times in their lives whether its buying a home, dealing with bereavement, having issues at work, ending a marriage, or being involved in legal action. These things really matter and thats why the Legal Ombudsman really matters. If people cant sort out a problem with a legal provider, were here to resolve things fairly and as quickly as possible. And as we resolve individual complaints, we share learning and insight into what weve seen helping prevent the same issues arising again. And we are: - Family Friendly with enhanced maternity leave and pay, paternity leave, shared parental leave, adoption leave. Money friendly with access to a discounts platform including thousands of discounts for supermarkets, eating out, leisure, holidays, theatre tickets etc Community friendly offering Special Leave if youre an active member of your community, you can get extra paid leave for public duties, volunteering activities and reserve forces duties. Inclusive of all communities and we encourage applications from the widest possible range of backgrounds and circumstances. A disability Confident employer, welcoming applications from disabled people.We operate the offer an interview scheme for all disabled applicants who meet the essential criteria. If you are successful, its key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include: - Right to work check, (applicants must be eligible to live and work in the UK). Employment History references DBS criminal record check Fit for work questionnaire (for all) followed by a medical check (if applicable) Qualifications and/or professional membership check (if applicable)