Client Relations Manager

About The Role

We have a new internal vacancy for a Client Relations Manager in our Volume Litigation Team.

T he Client Relations Manager will lead the department in respect of client experience and service quality by establishing best practice; identifying the root causes of complaints, improving operational standards, enhancing client communication, and support the embedding of a culture of accountability, professionalism, and exceptional client care across all teams.

The role will support the department’s people and performance managers, and the head of department in driving behavioural and cultural change, as well as acting as an operational escalation point for client complaints and dissatisfaction.

Some of the key responsibilities include:

• • Act an escalation point / liaison with the legal expenses insurer to assist the management of complaints and/or expressions of dissatisfaction.

  • • Investigate causes of complaints and operational failures to identify any systemic issues, including communication breakdowns, poor case handling, delay management, supervision gaps, unrealistic expectations, or process inefficiencies.

  • • Track and analyse complaint data and client feedback, complete file audits and, if applicable, call reviews. Review platform feedback and operational KPIs to identify trends, training needs, and service risks.

  • • Report on the above and share findings with the department, and with senior management, to ensure that complaints are resolved fairly, professionally, and in line with regulatory and internal service standards.

  • • Suggest corrective actions to prevent repeat complaints and improve overall client outcomes; supporting the relevant people and performance managers by providing data and feedback so that they can implement these actions and recommendations.

  • • Support the relevant people and performance managers to ensure consistency in customer experience across all practice areas including Contract and Landlord & Tenant.

  • Where appropriate , act as a point of contact for distressed or dissatisfied clients, handling difficult conversations professionally and empathetically while protecting client relationships and the reputation of the firm.

About You

• • Experience in a managerial position within complaints handling, customer experience, operational improvement and/or legal or insurance operations

  • • Strong understanding of legal service environments and client care expectations

  • • Excellent communication and conflict resolution skills

  • • Experience analysing data and identifying operational trends

  • • Strong coaching and training capability

  • • Ability to influence behaviour and drive cultural change

  • • High emotional intelligence and resilience

  • • Working knowledge of SRA, FCA and Legal / Financial Ombudsman expectations

About The Company

ARAG UK helps businesses and individuals gain access to justice, and it’s our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG UK are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas.

We have historically focussed on delivering legal services to customers solely via our Legal Expenses Insurance products, which provides a steady workload of litigated cases in areas such as;

• Personal Injury
• Litigation & Dispute Management
• Employment
• Business & Commercial

We believe these are exciting times for ARAG Law as part of the wider ARAG UK, and we are looking for likeminded individuals who share our ambition to make our high quality legal solutions accessible and affordable.

You can expect to join an organisation that will challenge and develop you to progress your career in ways that traditional law firms cannot. We are also committed to supporting continued professional development and promote both internal Training Contracts and alternative routes to qualification (SQE/CILEX).

By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do.

If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.