Working at the Law Society

JOB TITLE: Complaints Case Officer

REPORTING TO: Solicitor Complaints Manager

The Solicitors Complaints Committee is an independent body responsible for considering and determining upon complaints raised against solicitors for services provided to the public. It is made up of both lay people (non-lawyers) and solicitors and has a lay majority and a lay Chair.

The Solicitor Complaints Office is a team within the Professional Conduct Department of the Law Society of Northern Ireland that act as secretariat to the Solicitors Complaints Committee by dealing with the administrative aspects of the investigation such as collating complaint documentation and issuing correspondence on the direction of the Solicitors Complaints Committee. All decisions are made by the Solicitors Complaints Committee and are communicated by the Solicitor Complaints Office.

Summary of the role

Reporting to the Solicitor Complaints Manager and the Society’s Head of Professional Conduct the postholder will be responsible for processing correspondence, assisting in the initial assessment of complaints regarding the service provided by a solicitor, registering complaints for investigation, handling = enquiries from complainants and solicitors as required. 

The post holder will also have administrative responsibility for ensuring that complaint correspondence is retained on the Society’s CRM casework system. 

The main duties of the post include:

• To investigate and respond to complaints in accordance with the Solicitors (NI) Order 1976 as amended, and The Legal Complaints and Regulation Act (NI) 2016, under the direction of the Solicitor Complaints Manager and Head of Professional Conduct.
• To have continued contact with members of the public and solicitors as required.
• To provide initial assessments of complaints for consideration by the Solicitors Complaints Committee.
• To provide continued administrative assistance to the Solicitors Complaints Committee as part of its secretariat from initial complaint acknowledgement to issuance of final determinations and directions.
• To provide the Solicitor Complaints Manager and Head of Professional Conduct with applicable complaint statistics and data.
• To assist in the provision of ad hoc reports as requested concerning complaints and other feedback.
• To communicate effectively with members of the public, the solicitor’s profession and third parties both by telephone and in writing.
• To assist the updating of internal procedures and protocols, to maintain the effective investigation of complaints.
• To respond to enquiries received from solicitors and members of the public regarding individual solicitors and firms in accordance with the Solicitors (NI) Order 1976 as amended and The Legal Complaints and Regulation Act (NI) 2016.
• Investigate and manage a variety of complex cases with a thorough knowledge of the relevant legislation, policies and procedures including gathering, analysing, and evaluating evidence and making decisions relating to the direction of the investigation.
• Ensure that investigatory processes are carried out in accordance with established procedure, legislative requirements and that methods of investigation which comply with best practice.
• To report and present on the findings of an investigation to the Solicitors Complaints Committee.
• Assume responsibility for personal case load, planning and prioritising as required to ensure timescales and deadlines are met.
• Analyse complex, sensitive and/or contentious information, exercise professional judgement and decision-making in relation to cases.
• Produce analytical and evidence-based reports, with proposed recommendations.
• Draft formal documentation for use within the remuneration and complaints process.
• Participate in regular casework meetings, reporting to management with recommendations and providing up to date accurate information about cases.
• Maintain full and accurate records securely in respect of all investigations, whether kept manually or electronically, in line with information governance policies and to ensure accurate statistics can be produced.
• Maintain confidentiality.
• Compile and analyse statistics relating to the work of the conduct department.
• Undertake other duties that may reasonably be requested which are appropriate to the level of the post.
• Respond proactively to colleagues, participate in team working, work to corporate policies and procedures and contribute to the business of the Law Society.
• Participate in internal and external project groups as required.
• Continually review processes and procedures and develop frameworks and tools for their improvement.
• Undertake relevant training and where required deliver training to others.
• Work within a performance management framework, including participation in supervision and appraisal processes.
• Undertaking any other reasonable duties deemed necessary for successful delivery of the Law Society’s objectives.

Find out more and apply: https://lawsoc-ni.org/assets/general/Complaints-Case-Worker-October-2026.pdf

A covering letter, no longer than 2 x A4 page, and CV on how you meet the essential criteria must be submitted by 17.00, Sunday 15 November 2026. Late or incomplete applications will not be accepted.

Applications are to be submitted to monitoringreturn@lawsoc-ni.org.