Corporate Complaints Manager (Legal Regulation) Contract Type Permanent Working Pattern Full time - flexible working may be considered Working Hours 35 hours per week Salary £59,449.37 per annum Location Options Birmingham with part of the week working from home Function Type External and Corporate Affairs The role If you thrive in high‑pressure situations, bring confidence to complex conversations, and take pride in shaping how an organisation engages with the public, this full‑time permanent role as Corporate Complaints Manager is a great opportunity. This is not just a customer experience role - it's an impactful corporate function where you will lead the way in handling our complex and high‑profile complaints cases, supporting senior leaders and safeguarding the reputation of the SRA. You'll be the steady hand when reputational risk is high, the expert adviser when senior leaders need clarity, and the voice of professionalism when engaging with the public and crucial stakeholders at corporate level. You will lead and develop a team of Corporate Complaints Officers, ensuring each complaint is handled with precision, fairness and inclusion. You'll personally take on cases that require advanced judgement, strategic thinking and exceptional communication. Alongside this, you'll use complaint insights, data and feedback to drive improvements across the organisation, strengthening our processes and the experience we provide. As a valued member of the directorate leadership team, you'll work collaboratively across the SRA, influence decision‑making, and support positive cultural change. You'll also partner with the Independent Reviewer of Complaints to ensure transparency, learning and accountability at every stage. This is a role for someone who enjoys complexity, values fairness, and wants to make a meaningful impact. What it is in it for you A highly visible, influential position that will stretch your skills and accelerate your leadership journey. You will gain: Lead on high-profile cases and strengthen your expertise in complex corporate complaint handling. Grow your leadership skills by developing and motivating a specialist team. Build strong corporate visibility through direct engagement with senior stakeholders. Influence real change by using insights and data to improve processes across the organisation. Accelerate your career with continuous learning, coaching and progression opportunities. What we are looking for Proven experience of managing a team of complaint handlers/case workers Strong understanding of regulatory frameworks and operational risk Ability to analyse large amounts of complex information and make timely, well-reasoned decisions Significant experience influencing and constructively challenging internal and external stakeholders at all levels of seniority Excellent communication skills, both written and telephone Demonstrable experience of delivering change through leadership Useful and additional information There is a full role profile attached to the bottom of this advert on our website. If you have any questions that aren't in this advert or on our website, please contact us via: recruitment@sra.org.uk This is a hybrid role and will be based in our Birmingham office 1 to 2 days a week, and from home the rest of the week. To apply Please click 'apply' to complete the online application form and upload a CV and cover letter, addressing proven job experience and evidence how you meet the requirements outlined in this advert and the attached role profile. To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages. Closing date for applications is 6 April 2026 at 09:00 Essential The successful candidate will be able to demonstrate the following knowledge, skills and experience: • Proven experience of managing a team of complaint handlers/case workers • Strong understanding of regulatory frameworks and operational risk • Ability to analyse large amounts of complex information and make timely, well-reasoned decisions • Significant experience influencing and constructively challenging internal and external stakeholders at all levels of seniority • Excellent communication skills, both written and telephone • Demonstrable experience of delivering change through leadership The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards. We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life. Additionally, we provide a generous flexible benefits package, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation. Attached Role Profile Complaints Manager profile - Final.docx - 552KB Opens in a new window Converted File Complaints Manager profile - Final.docx.pdf - 77KB Opens in a new window Vacancy closing date: 06/04/2026, 09:00 The Solicitors Regulation Authority is an Equal Opportunities Employer. Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff. Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.