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Legal Ombudsman - Investigators - c£29000.00

Network Public Sector have been retained by this prestigious client to recruit a team of investigators.

About the Legal Ombudsman

The Legal Ombudsman is an independent service that helps to resolve issues between the public and members of the legal profession through impartial investigation and balanced reasoning.  Last year they helped to resolve over 6,500 legal services issues between members of the public and their lawyers.

They not only help to get resolutions to complaints from the public; in addition they help providers improve their communications, service levels and complaint handling processes to prevent the need for complaints in the first place. Their aim is to provide a complaint handling service that is fair, accessible, easy to use and which focuses on resolving complaints informally and quickly.

 About the Role

Investigators are the point of contact for members of the public who are dissatisfied with a legal service they have received.

Investigators need to be able to drive and manage a diverse case holding with a broad range of customer needs.  They need to use a wide range of skills to assess a complaint and attempt to facilitate a fair resolution informally, preferably by telephone or through a written report.

Key Responsibilities (core)

  • 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 to help them make a complaint to their lawyer, to the Ombudsman, or to signpost them elsewhere when the Ombudsman is unable to help.
  • Identify and make reasonable adjustments for individual communication needs.
  • To discuss complaints with complainants and service providers effectively on the telephone, and use negotiation and influencing skills to achieve appropriate outcomes.
  • Assess and decide whether complaints lie within the jurisdiction of the Ombudsman and write reasoned recommendations for this.
  • Summarising appeals to an Ombudsman to review a decision that a complaint is out of jurisdiction.
  • Manage parties’ expectations about the process, timeframes, and what will be needed from them.
  • Plan proportionate investigations on cases across a range of different complexities, identifying the appropriate scope of the case, what information is needed, and gathering evidence needed to investigate the complaint given its scope.
  • Analyse and evaluate evidence and comments from the parties to reach a proportionate and fair view of the service provided and identify opportunities to achieve an agreed outcome.
  • Recognise cases where an agreed outcome is unlikely to be achieved or is not appropriate and make recommendations to both parties and ultimately to the Ombudsman for decision
  • Write clear, accurate and concise letters and case decisions
  • Manage a portfolio of cases at different stages of the business process effectively
  • Meet performance expectations on answering telephones, responding to enquiries and progressing complaints by milestone, whilst working as part of a team to support delivery of organisational performance

 Applicant Attributes

It is essential that you have excellent verbal and written communication skills, which you can adapt to the needs of your customers.  You will need to be organised andhave a methodicalapproach toenable you to effectively manage a large caseload of complaints at various stages of the complaints process, working with stretching targets and competing demands. 

Your skills need to adapt flexibly to be able to re prioritise the changing needs of your case load on a regular basis

As an Investigator you must be able to analyse detailed information, communicate effectively to people with differing degrees of understanding and be able to demonstrate good customer service.

How to Apply

E-mail your CV together with a supporting statement to our advising consultant at Network Public Sector:  Nina Kellie

Supporting statements should clearly evidence how your skills and experience meet the requirements of the post as set out in the job description and person specification which can be accessed by clicking HERE  

 If you would like an informal discussion about the role, please contact Nina on 0121 733 1400.

We regret that we are unable to acknowledge applications if they have not been long listed for interview. If you have not heard from us within two weeks of the closing date please assume that you have been unsuccessful on this occasion. 

Applicants that have applied and/or been through the selection process in the last six months should not re-apply.

The successful applicant will be subject to a Disclosure and Barring Service check before commencing employment.


Closing Date for return of CV’s and supporting statement: 20th January 2019

Assessment Centres:  Week commencing  4th February 2019

Interview date: Week commencing 11th February


Regrettably, there is no flexibility on these dates

Whilst part-time hours will be considered, it is essential that successful candidates are able to work on a full-time basis whilst undergoing their 4-week training


Network Public Sector is an Equal Opportunities Employer


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